iTAN Solariums

Thank you for sharing this client complaint with us iTAN resolved this issue by refunding the customer for the spray tan she referred to in the complaint on 6/16/as well as providing her with another spray session to use at her leisure at no cost to the customer If the customer would like further assistance, she can contact us at [email protected] or directly at the salon of her choice Thank you for your time!

Thank you for sharing this client complaint with us.  iTAN resolved this issue by refunding the customer for the spray tan she referred to in the complaint on 6/16/14 as well as providing her with another spray session to use at her leisure at no cost to the customer.  If the customer...

would like further assistance, she can contact us at [email protected] or directly at the salon of her choice.  Thank you for your time!

Review: 14 of june visited the itan spa salon and paid for a spray tan with bronzer. came back at 2 hours asking maybe I wasnt spray coz I dont see anything but the assistant manager was arguing with me and being sarcastic instead of solving the issue by spraying me again or refund my money and she continue to embarass me and my husband so we decided to leave and went to HOLLYWOOD tanning salong accross and ask the stuff if they can spray me again with tanning spray coz she said I dont even look and feel like I have any sprayed on from (itan ) so the hollywoody helped me and actuall see the result the momment I step out the mystic booth.....and went back to ITAN salong to get my money back and the assistant manger refused...Desired Settlement: I would like to get my money back and educate enough the assistant manger that never argue and be sarcastic to a costumer.Always try to find a solution to help the costumer expectation.

Business

Response:

Thank you for sharing this client complaint with us. iTAN resolved this issue by refunding the customer for the spray tan she referred to in the complaint on 6/16/14 as well as providing her with another spray session to use at her leisure at no cost to the customer. If the customer would like further assistance, she can contact us at [email protected] or directly at the salon of her choice. Thank you for your time!

Review: I was charged for a a club fee for a month that I was not able to use anymore because their services left me feeling drained and headachey.

I left many messages to customer service and no one would ever return my messages.

There customer service has been awful.Desired Settlement: My last month charge and all the freeze charges from the prior year.

200.00

Business

Response:

[redacted] went into the Encinitas iTAN location on 12/22/2012 and requested to freeze her Sun Spray Spa iCLUB for one year, beginning on 01/01/13 and ending on 12/31/13. She completely filled out the freeze form and acknowledged that her membership would automatically reactivate on 01/01/14 and the card on file (card ending in -9301, expiring on 10/15) would be charged the fully amount of her membership, $99.98.

On the form [redacted] acknowledged that her card on file would be charged $5 per month for each month that her account was frozen, 01/01/14 - 12/31/13. On the form, she wrote in the date her account would be automatically debited the full iCLUB price (01/01/2014) and initialed to acknowledge it as well. She also initialed and acknowledged that the freeze fees are not refundable. There is an area on the form that asks client's why they are freezing their membership. On [redacted]'s form, she checked the area marked "Other" and wrote, "In and out of town a lot for work".

On January 1, 2014 when [redacted]'s account reactivated she called into the salon to inquire about the charges to which she was informed it was due to her freeze period ending and her account reactivating. [redacted] has talked to our District Manager, [redacted], and at no time did [redacted] inform us that she had any issues with the services leaving her drained or headachey. [redacted] told [redacted] that she was frustrated because she had forgot to refreeze her account before it reactivated. In an attempt to resolve the issue, [redacted] offered [redacted] to refreeze her account and offered her either a month of services on iTAN OR a store credit. [redacted] declined both offers and continued to request a refund. Due to our salon's policies, the fact that we have her freeze form filled out completely and [redacted] informed us that she was frustrated because she forgot to refreeze her account and the error was not due to iTAN or its employees, we let her know that we could not refund her. [redacted] again attempted to resolve [redacted]'s frustration by re-offering a month of services on us or a store credit, and again [redacted] declined.

Outside of giving this client a refund, we are willing to do anything to work with her and turn her experience around. If you have any additional information to help with this client's frustration, please let us know.

Review: On 2/26/11 I opened two accounts with iTan ; one for myself [client ID [redacted]] and one for my fiance [redacted] [client ID [redacted]]. until 6/30/11 I was paying them for monthly services of $102.65 (CB) and $87.99 (DM). When we decided to put the accounts on a "freeze" it was because we weren't using them regularly so we thought we'd wait until winter to see if we would start using them again. We did not. In fact during such time we have had many other life changing issues arise and we honestly forgot about the freeze deadline. When I spoke with [redacted] from iTan today it was because I was charged the full amounts of the membership instead of the $5.00 per account "freeze" fee. We admit to forgetting about the deadline so I understand the charge, but what is frustrating about the whole thing is that [redacted] explained that in the freeze contract we signed it states that they will not make any notification to the customer that the deadline is nearing. Instead the contract gives you the the date they will resume charging my card for full payment. I am saddened by the fact that this practice seems to be set in place in hopes that the client will get busy in life and forget about the deadline. So I will be cancelling both accounts and they get my money because of my absent mindedness.Desired Settlement: I would like to be refunded, however, because I work in insurance I understand a company has to stick to its Terms & Conditions otherwise people may try to take advantage. I don't feel I am one of those people so just like we have made exceptions at one time or another I think in this case it would be the nice (and right) thing to do.

Business

Response:

Today 1 received a letter regarding a complaint filed by

[redacted] on

7/2/2012.

The salon manager spoke with the client yesterday and refunded the accounts and

they are happy with the outcome. Unfortunately, our software system does not

allow us to see accounts that are about to come off "freeze” so we

are unable to be proactive in calling clients ahead of time to remind them what

date they specified to "unfreeze”. Our software provider is

currently working on a software change that will allow us to see these accounts

in the future so we can be proactive in contacting the clients about to come

off "freeze” so they will be able to decide to extend the freeze at

that time.

Sincerely,

Consumer

Response:

Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have received a refund for both accounts and consider this complaint resolved.

The message from Mr. [redacted], ["Our software provider is

currently working on a software change that will allow us to see these accounts

in the future so we can be proactive in contacting the clients about to come

off "freeze” so they will be able to decide to extend the freeze at

that time."] is absolutely excellent! I'm sure their current and future clients will be happy to know this.

I would also like to point out the fact that employee [redacted] was very professional and understood her limitations and never promised anything she couldn't deliver which is just as important as being kind to the customer, which she was. Please tell her thank you. I understand how hard it is to speak with an upset and frustrated customer and I believe she handles the situation very well.

Regards,

Review: I joined Itan and was basically happy with the in store services. I purchased product that I tried to use and the can was defective. I spent 38.00 plus tax and it never worked. I complained, they would not return and said they did a new design bought the second can and it was the same! I complained, called the manager. I finally cancelled my membership. They sold something they know does not work and the factory had to redesign. I want my money back, that is the fair resolution.Desired Settlement: I want a full refund