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Island Sun Tanning Salon, Incorporated

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Reviews Island Sun Tanning Salon, Incorporated

Island Sun Tanning Salon, Incorporated Reviews (6)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The manager is not being truthful, and some points of her story need clarifying.1) I did start out with the lower beds, but the sales associate told me if I wasn't getting any color I could upgrade to a higher bed, and that the higher beds were less likely to burn, which obviously was not the case.2) When I upgraded to the higher beds, I was not informed at that time that there was a stand up option as well as a lay down option I was also not informed that starting out I should start with the lay down option I was not made aware of that until after I had completed my time in the stand up and told the associated that I felt like I was burning 3) I NEVER said I wanted a refund because I was going away on vacation That is an out and out lie They knew I was tanning because I was going on vacation, but every time I spoke to someone I stated I wanted a refund because I burnt and was not comfortable getting back in the tanning beds.4) The day I burnt, I let the associate know that I felt like I was burning She never checked my skin I noticed when I got home that I was burnt from head to toe, so I called back and asked to speak to the manager who was not there They said they would leave a message for her to call me, which she did not I called back the next day and left a message on their machine stating that I only wanted a refund for the balance of my monthly membership I was willing to pay for the sessions that I did, and the lotion and goggles that I also purchased I also stated once again that I wanted the refund because I burnt and was not comfortable going back in the beds This is a voice mail that I left, so they should still have that I once again did not get a phone call back I called again the next day, now we're on day This is when the manager finally got on the phone and asked me to come up so she could see my skin I informed her that the burn was going away The day I this happened and I told the sales associate that I felt like I was burning, that is when the sales associate should of asked to see my skin, but she didn't, and they let days go by before responding to my issue This is why I say they were negligent They allowed just enough time to pass before asking to see my skin, so obviously the burn would be healing or just about gone This should of been done as soon as I came out and told them I felt like I was burning 5) I told the manager that I wasn't sure what I was going to do about her offer for a credit, but she needed to know what to do with my account, so I said go ahead and put the credit on, but by no means was that acceptable to me This is why I contacted Revdex.com I reported a problem as soon as I came out of that stand up bed The girl dismissed me, and it took the manager days to talk to me after I left messages for a phone call back A reputable company would not allow this to happen, espif you have a no refund policy I would expect better customer satisfaction Based on how this was dealt with, this company appears to take your monthly membership money, and then you are on your own They don't care if you burn or have an issue because they already have your money, and they won't issue a refund, so there is no sense of urgency to call you back or address a problem you have.I'm more angry now that they have chosen to lie and say that I told them I only wanted a refund because I was going away on vacation, and not because I burnt I feel based on how this was handled as laid out above, I am again asking the manager to please refund the difference of the memberships that were not used What you are offering as a credit is what I'm asking to be refunded.If the manager is not willing to offer me this refund based on what I've laid out above, I may contact the newspaper to make people more aware of how this business is being run.Regards, Kim O***

First, I'd like to say that we are sorry to hear that *** *** was not happy with our servicesOur goal is to help a customer achieve a tan without sunburn while keeping their skin type in mindIt is important to us that a customer never, ever sunburn.*** *** did purchase a month of tanning
in our Regular level bed Her skin type analysis determined that she is a skin type (which does not tan easily and can burn easily). Because of *** ***'s skin type, her first session on 5/18/was set for a lower time (minutes of exposure) to ensure that she wouldn't sunburn. On her second visit on 5/20/15, *** *** complained that she didn't get any color (and she didn't burn) from her first sessionBased on those facts, we increased her time to minutes of exposure. On her third visit on 5/22/15, *** *** commented she didn't get any color (and she didn't burn)Based on those facts, we increased her time to minutes of exposure.On her fourth visit on 5/24/15, *** *** complained that she still wasn't getting any color (and she didn't burn)She asked if she could upgrade her level of tanning to a higher levelAt her request, we upgraded her month to the Mega level (which includes laydown beds and standup units)She chose the standupSince she was doing a higher level, we decreased her session time "for her" skin type to only minutes so that she would not sunburnAfter her session, *** *** told us that she did not like the standup and felt like she was burning(A sunburn does not develop that fast and certainly not in minutes)Hope Reardon, the staff member that consulted with *** *** on her visit, saw her when she left and she was not burned at allShe simply told MsReardon that she felt funny(Probably from the heat of the unit.)On 5/26/15, *** *** to spoke by phone to the District Manager, Jamie C*** While *** *** states that she wanted a refund because she got sunburned but, in fact, she told MsC*** that she wanted a refund because she was "going on vacation"--not because of a sunburn MsC*** was concerned that she sunburned so she asked her to come into the store so that she could consult with her, see her skin and offer her some lotion with aloe*** *** said that the sunburn went away and that it wasn't necessary for her to come inSince *** *** complained that she didn't like the standup, MsC*** did offer for her to tan in the laydown bed which was included in her membership to which she declinedUpon further discussion MsC*** explained that what may appear as a sunburn may actually just be a slight pink color due to exposure to heat (she was in a stronger hotter unit after all) and can be mistaken for a sunburn*** *** insisted on a refund because she was going away--not because she was sunburned-- and wouldn't be around to use the rest of her monthDespite our No Refund policy, MsC*** offered an in-store credit.While we do understand *** ***'s disappointment in not getting a tan within sessions, it is important for us to make sure the customer does not get sunburned along the wayLighter skin types like *** *** will get a tan but it will take longer than sessions (that is why she purchased a monthly tanning membership) than it will take someone who has olive completion or a darker skin type like a skin type The amount of melanin a skin type has is the determining factor of how fast someone will notice their tan developSkin type does not have a lot of melanin, thus the reason we set her sessions on the lower sideWhile it is the customer's goal to get tanned asap, it is our goal to tan the customer to gradually build their tan without sunburn.We don't believe that our staff or company were negligent in any way And our staff did follow all protocols and procedures when helping and consulting with *** ***All of our staff is Smart Tan-certified and have earned their certificates that are displayed in-storeWe do have signage that our company does not offer refunds and we were willing to accommodate *** *** in the form of a credit (despite our policy) for which she agreed was acceptableI would, however, offer the customer an opportunity to use her credit of an unused month for a two month membership at no extra charge in either the Regular level or the Mega level as long as she understands that our service is not a race to get to a tan but rather to safely build to a tan

[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: The manager is not being truthful, and some points of her story need clarifying.1) I did start out with the lower beds, but the sales associate told me if I wasn't getting any color I could upgrade to a higher bed, and that the higher beds were less likely to burn, which obviously was not the   case.2) When I upgraded to the higher beds, I was not informed at that time that there was a stand up option as well as a lay down option.  I was also not informed that starting out I should start with the lay down option.  I was not made aware of that until after I had completed my time in the stand up and told the associated that I felt like I was burning.  3) I NEVER said I wanted a refund because I was going away on vacation.  That is an out and out lie.  They knew I was tanning because I was going on vacation, but every time I spoke to someone I stated I wanted a refund because I burnt and was not comfortable getting back in the tanning beds.4) The day I burnt, I let the associate know that I felt like I was burning.  She never checked my skin.  I noticed when I got home that I was burnt from head to toe, so I called back and asked to speak to the manager who was not there.  They said they would leave a message for her to call me, which she did not.  I called back the next day and left a message on their machine stating that I only wanted a refund for the balance of my monthly membership.  I was willing to pay for the 4 sessions that I did, and the lotion and goggles that I also purchased.  I also stated once again that I wanted the refund because I burnt and was not comfortable going back in the beds.  This is a voice mail that I left, so they should still have that.  I once again did not get a phone call back.  I called again the next day, now we're on day 3.  This is when the manager finally got on the phone and asked me to come up so she could see my skin.  I informed her that the burn was going away.  The day I this happened and I told the sales associate that I felt like I was burning, that is when the sales associate should of asked to see my skin, but she didn't, and they let 3 days go by before responding to my issue.  This is why I say they were negligent.  They allowed just enough time to pass before asking to see my skin, so obviously the burn would be healing or just about gone.  This should of been done as soon as I came out and told them I felt like I was burning.  5) I told the manager that I wasn't sure what I was going to do about her offer for a credit, but she needed to know what to do with my account, so I said go ahead and put the credit on, but by no means was that acceptable to me.  This is why I contacted Revdex.com.  I reported a problem as soon as I came out of that stand up bed.  The girl dismissed me, and it took the manager 3 days to talk to me after I left 2 messages for a phone call back.  A reputable company would not allow this to happen, esp. if you have a no refund policy.  I would expect better customer satisfaction.  Based on how this was dealt with, this company appears to take your monthly membership money, and then you are on your own.  They don't care if you burn or have an issue because they already have your money, and they won't issue a refund, so there is no sense of urgency to call you back or address a problem you have.I'm more angry now that they have chosen to lie and say that I told them I only wanted a refund because I was going away on vacation, and not because I burnt.  I feel based on how this was handled as laid out above, I am again asking the manager to please refund the difference of the 2 memberships that were not used.  What you are offering as a credit is what I'm asking to be refunded.If the manager is not willing to offer me this refund based on what I've laid out above, I may contact the newspaper to make people more aware of how this business is being run.Regards,
Kim O[redacted]

First, I'd like to say that we are sorry to hear that [redacted] was not happy with our services. Our goal is to help a customer achieve a tan without sunburn while keeping their skin type in mind. It is important to us that a customer never, ever sunburn.
[redacted] did purchase...

a month of tanning in our Regular level bed.  Her skin type analysis determined that she is a skin type 2 (which does not tan easily and can burn easily). 
Because of [redacted]'s skin type, her first session on 5/18/15 was set for a lower time (6 minutes of exposure) to ensure that she wouldn't sunburn. 
On her second visit on 5/20/15, [redacted] complained that she didn't get any color (and she didn't burn) from her first session. Based on those facts, we increased her time to 8 minutes of exposure. 
On her third visit on 5/22/15, [redacted] commented she didn't get any color (and she didn't burn). Based on those facts, we increased her time to 10 minutes of exposure.
On her fourth visit on 5/24/15, [redacted] complained that she still wasn't getting any color (and she didn't burn). She asked if she could upgrade her level of tanning to a higher level. At her request, we upgraded her month to the Mega level (which includes laydown beds and standup units). She chose the standup. Since she was doing a higher level, we decreased her session time "for her" skin type to only 6 minutes so that she would not sunburn. After her session, [redacted] told us that she did not like the standup and felt like she was burning. (A sunburn does not develop that fast and certainly not in 6 minutes). Hope Reardon, the staff member that consulted with [redacted] on her visit, saw her when she left and she was not burned at all. She simply told Ms. Reardon that she felt funny. (Probably from the heat of the unit.)
On 5/26/15, [redacted] to spoke by phone to the District Manager, Jamie C[redacted].  While [redacted] states that she wanted a refund because she got sunburned but, in fact, she told Ms. C[redacted] that she wanted a refund because she was "going on vacation"--not because of a sunburn.  Ms. C[redacted] was concerned that she sunburned so she asked her to come into the store so that she could consult with her, see her skin and offer her some lotion with aloe. [redacted] said that the sunburn went away and that it wasn't necessary for her to come in. Since [redacted] complained that she didn't like the standup, Ms. C[redacted] did offer for her to tan in the laydown bed which was included in her membership to which she declined. Upon further discussion Ms. C[redacted] explained that what may appear as a sunburn may actually just be a slight pink color due to exposure to heat (she was in a stronger hotter unit after all) and can be mistaken for a sunburn. [redacted] insisted on a refund because she was going away--not because she was sunburned-- and wouldn't be around to use the rest of her month. Despite our No Refund policy, Ms. C[redacted] offered an in-store credit.
While we do understand [redacted]'s disappointment in not getting a tan within 4 sessions, it is important for us to make sure the customer does not get sunburned along the way. Lighter skin types like [redacted] will get a tan but it will take longer than 4 sessions (that is why she purchased a monthly tanning membership) than it will take someone who has olive completion or a darker skin type like a skin type 4.  The amount of melanin a skin type has is the determining factor of how fast someone will notice their tan develop. Skin type 2 does not have a lot of melanin, thus the reason we set her sessions on the lower side. While it is the customer's goal to get tanned asap, it is our goal to tan the customer to gradually build their tan without sunburn.
We don't believe that our staff or company were negligent in any way.  And our staff did follow all protocols and procedures when helping and consulting with [redacted]. All of our staff is Smart Tan-certified and have earned their certificates that are displayed in-store. We do have signage that our company does not offer refunds and we were willing to accommodate [redacted] in the form of a credit (despite our policy) for which she agreed was acceptable. I would, however, offer the customer an opportunity to use her credit of an unused month for a two month membership at no extra charge in either the Regular level or the Mega level as long as she understands that our service is not a race to get to a tan but rather to safely build to a tan.

[redacted] called Saturday Sept 30 and wouldn't leave her name. She told my staff she had a 4 month membership and we are still billing her. They told her how to cancel or freeze her membership to prevent additional billing. While [redacted] was still on the phone, my staff member attempted to contact...

our District Manager (Jamie C[redacted]) to assist Cindy, but [redacted] got mad and just hung up and wouldn't leave her name. (We still didn't actually know the name of the customer that was calling, but you'll read on how we determined it was her.)Monday we got a call from Lauren, our staff member at our [redacted] store, and again wouldn't leave her name saying we are robbing her, and that she contacted Revdex.com, and wants to cancel. Lauren said the District Manager was at the FairlessHills store and that she could call her at that store. Or, as an alternative, Lauren said she could get her name and number and call the District Manager on her behalf. [redacted] told Lauren she refuses to give her info out and that she will contact the District Manager, but won't call her at the FairlessHills store. (that definitely didn't make sense to us at all.) When the District Manager heard about this, she had Lauren look on caller ID and located the customer. The District Manager called [redacted] and left her a message saying, "I know she called about her membership and would be happy to help her with a credit if she wants to give me a call back " The District Manager left the FairlessHills store phone number and her own cell number. [redacted] never called back to either phone number. We've attached her Membership Agreement indicating that [redacted] agreed to a minimum of 3 monthly billing payments. She also initialed her understanding on the process to cancel her membership. If weren't for caller ID we wouldn't have known who it was. Even though [redacted] didn't cancel her membership per the agreement, we still tried helping her but she fought every attempt. We are at a loss as to why.Even though we attempted to help her and she wouldn't call us back, we cancelled her membership on October 2nd. We do not believe that [redacted] is entitled to any return of funds due to her agreement of the recurring billing until she cancelled her account and also because we have already cancelled her account.

Review: I signed up for a tanning package last year and signed papers to hold my contract in January. I was told it was no problem and I would not be charged until I took my account off of hold. I was billed for two months after I signed the papers. I called the salon in [redacted] and was told there was nothing that could be done because they had lost my papers for termination. I disputed the charges with my bank and the company is saying I signed a binding contract. Yes, I did sign a contract - but, I also signed papers to put my account on hold! The funds have not been refunded to me because the bank is waiting on papers from this institution. I had not used the service since I signed the form.Desired Settlement: I would like the funds for the months I was fraudulently billed to be placed back into my account.

Business

Response:

[redacted] claims she put her membership on hold. She would have had to do that one of two ways: 1. Send a letter by certified mail, return receipt requested. We require that because then the client has proof that we signed for the request and actually took action. The returned card signed by the company is her proof that she made the request or 2. Come to the store to fill out a Request form, of which [redacted] would have signed and she would have received a copy to keep for her records. Again, we do this so the customer has proof that she made the request. The customer chose not to take appropriate steps to protect herself as a consumer even though she agreed to take these steps when she signed her authorization for continued billing.

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Description: Tanning Salons

Address: 5633 Bensalem Blvd, Bensalem, Pennsylvania, United States, 19020-3329

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