Malibu Tanning

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Contact Name and Title: [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We will be in contact within the next business days to discussThank you in advance OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive a call from the Owner as requested Final Business Response / [redacted] (4000, 18, 2017/08/01) */ The following information is the correspondence and resolution to the above complaintI had called Anita [redacted] on 1/22/at 12:to discuss the above manor and had left a message to return my call which she did notI than proceeded to cancel her membership and remove all balances to her account per her demand to the manager [redacted] Malibu Tanning

Initial Business Response / [redacted] (1000, 5, 2015/11/05) */ Contact Name and Title: Scott [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We did find a mistake on our end and all collections have ended and we have removed all of the balance on your account Thank you for bringing this to our attention OFFER:

Initial Business Response / [redacted] (1000, 5, 2016/05/03) */ Contact Name and Title: [redacted] Presiden Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Yes we do see that she is the responsible client and we will be removing this balance by tomorrow afternoonWe are sorry for the miscommunication and this will be taken care ofWe do hope that you will continue to tan with Malibu

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Contact Name and Title: Scott [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com The contract clearly states that it continues until customer cancels the membershipPolicy during this period was to make three phone call attempts to clear up the debt owedThis was un-successful so policy at that point was to leave the account alone in hopes that customers would come in and clear the account upThis also was un-successful so at that point Transworld was hired to try and recover debts owed OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never contacted meThe statement that their policy was to make contact attempts and it was unsuccessful is flat out untrueI was never contacted by this company Final Consumer Response / [redacted] (4200, 12, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want proof of the failed attempts to contact me to resolve the issue before turning the account into the collection agencyYou stated the policy at the time was to make phone attempts and that they were unsuccessfulI want times and datesI also want the copy of the contract I signedPlease email all of the above to [redacted] @gmail.com and provide the information to the Revdex.com for their records as well Final Business Response / [redacted] (4000, 14, 2015/10/29) */ Contact Name and Title: Scott [redacted] President The contract and all pertinent info will be emailed to youHowever, the three calls I was referring to was a courtesy to inform clients of accounts that did not go throughThis was not recorded and it clearly states in the contract that no statements or invoices will be mailed OFFER:

Initial Business Response / [redacted] (1000, 8, 2016/02/19) */ Contact Name and Title: Scott [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Please advise on your daughters name so that we can look up the account OFFER: Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want my daughter's name publishedMy name is on the account because she is a minor Final Consumer Response / [redacted] (2000, 16, 2016/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Final Business Response / [redacted] (4000, 13, 2016/02/23) */ Contact Name and Title: Scott [redacted] President You are absolutely correct this did not get cancelledThis is absolutely our fault as we have the cancel paperworkI will immediately cancel any monies owed and take care of it at [redacted] It takes roughly 3-business to clear at [redacted] OFFER:

Initial Business Response / [redacted] (1000, 8, 2015/11/04) */ Contact Name and Title: Scott [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We have your original contract along with a cancel form and change of payment form in your fileIt looks like a cancel form was signed by you for December of The amount owed is for the months on OCT., NOVof These can be reviewed by you in the salon, emailed or mailed to you, please provide a form of communication in which you would like us to do OFFER:

Several attempts were made to contact Mr*** and were unsuccessfulWe than turned the debt over to a collection agencyThe length of the debt is not the matter at hand it is a debt that is owedWe have records that indicate Mr*** owed a monthly charge on 8/1/for $The
collection agency added an additional fee of $for there efforts in this matter

Initial Business Response /* (1000, 5, 2016/01/26) */
Contact Name and Title: Scott *** President
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
We have a signed contract dated 6-2-that states that this will remain in effect for consecutive months and that if
you do not wish to continue with this contract and early termination fee of $75.oo is dueIf no early termination fee is paid the contract will stay in effect until 6-31-This can be viewed at any of the salons or mailed to you
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They had an employee tell me wrong, that is not my fault, contract or not, their employee should have seen that it didn't apply to my accountWhen someone offers you something you would expect they know what they are talking aboutI understand I signed a contract, but what they are failing to fix is the fact that I was told I could freeze and signed for a freezeI would have paid the $right then and there has the employee stated the correct information to me
Final Business Response /* (4000, 9, 2016/02/02) */
Contact Name and Title: Scott *** President
I understand that an employee had told you somthing that was not correctBut the matter of fact is that you did sign a month agreement with a $early termination feeMalibu in good faith for our mistake will cut the fee in half to $
OFFER:

Initial Business Response /* (1000, 5, 2015/10/01) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We have record of *** *** purchasing a membership on 3/27/and payments being made up until 9/4/12,10/2/12, 11/1/
did not go through and at that point we have an internal audit that cancels the membership for non-paymentSeveral attempts were made to contact Ms*** about non-payment of her membership with no successBecause no return phone calls and written cancellation form was made the account was placed in collections
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke to the Manager Julie on 9/30/she stated that they had not sent any correspondence to me at all or it would have been noted on the file
I have had no phone call or letter from this business in yearsI appeared in person to cancel my accountTheir employee stated that she would take care of canceling my account
Since the Manager Julie stated there were so many people that needed letters sent out that they were not able to send a letter to absolutely every person
I want the bill at zero and I expect it to be removed from my credit report
Final Consumer Response /* (4200, 21, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does this mean that if I pay you it will come completely off my credit report? and where would
I send the paymentI will check my mail this evening but as of yet I have seen no statement
that you said you sent

Initial Business Response /* (1000, 5, 2015/12/09) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We have your contract that states that the account will continue until cancelledYou are more than welcome to stop in at
any of our locations to get a copy of itIncluded in this paperwork is a signed contract and freeze form for the months that are in questionOur policy is that our customers can only freeze five months within a calendar yearThese are all explained both in the contract and freeze form in which you signed
OFFER:

We contracted this company several months ago to replace our concrete driveway apron this monthWe paid $to obtain a permit from the town and were told we were on the schedule several times...each time no-showAfter repeated follow-ups the company has failed to show up

Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We have the contract in which you signed stating that the ACH draft would continue until cancelledWe do have a cancel
form on file for 12/1/However, the account did not go through for 10/1/and 11/1/Our policy as a courtesy was to make three attempts to contact clients with a debt that is owed and this was un-successful than the account set dormant hoping clients would come in a take care of it when this did not happen the account was placed with Transworld to try and collect on the debt owedContract is available for you to see
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please provide documentation of your previous attempts to contact me regarding this debtI am assuming you did so by writing, if you were trying to collect any debtI have maintained the same address, phone, job and bank account for over years, I have not received any notice from your business prior to what I received from Transworld two weeks ago
Final Business Response /* (4000, 9, 2015/10/22) */
Contact Name and Title: Scott *** President
Our policy at that time was to make three attempts at a phone call as a courtesy to let our clients know that the payment did not go throughWe do not send out statements as this is an ACH draft from an accountIt clearly states in the contract that the draft continues until you stop it or we cancel due to non-paymentWe have hired Transworld to collect any outstanding balances we have
OFFER:
Final Consumer Response /* (4200, 11, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And therein lies the basis for my complaintI never received a single phone call in two yearsI don't dispute what your contract statesAccording to your company's own statements I was allowed to terminate a contract even though you say I had an outstanding balance, two months after you claim the draft wouldn't clear from my accountEven if you couldn't reach me by phone as you claim, that would've been a good time to notify me of a past due balance, while I'm standing in your business IN PERSONSeeing as though I have no other choice or resolution in the matter, I paid my balance last week to Transworld so my credit wouldn't be tarnishedObviously it goes without saying I will never consider Malibu for my tanning needs or recommend them to anyone else

Initial Business Response /* (1000, 5, 2016/01/08) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
Ms*** all of the paperwork we have for you concerning this issue is for a cancellation for March 1st, It is our
policy to have a thirty day notice of any cancellation as the EFT is done by a third party processorThe manager and corporate office have been through the paperwork as far back as August of and have no paperwork showing this freeze or cancel of this membership
OFFER:
Right now we are showing you cancelling as of March of If you would be willing to keep your membership we would give you a month of tanning in March for your current membership at no charge and move on from there
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely do NOT accept this responseIt is in no way, shape or form neglect on my part that the employee(s) of this location lost the paperworkI did everything on MY part and end to cancel this membershipAfter multiple messages I never even got a response from the businessMy original month was NOVEMBER that I was in to cancel, I do understand needing notice which is why I was ok with being charged DecemberI contacted Malibu AS SOON as my bank account was charged for JanuaryIn no way being responsible for this membership thru MARCH is an acceptable response!! I have NOT tanned in months, nor do I want toIf u check my membership it has been used once maybe twice at the most in months since the birth of my sonI do NOT want to tan free the month of MarchThe response of this in this matter is making me want to not EVER visit the location at allBeing responsible thru March for a cancellation made in November is by no means an acceptable responseThe lack of training, responsibility, organization on the part of the employees at this location, and of the owner/managers for their lack of communication is unacceptable and in no way a good response to close this matterI will cancel the account in which they are charging my from before I allow this to continue being billed thru MARCH
Final Consumer Response /* (2000, 15, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept if they're agreeing that as of February 1st the account is NOT going to be charged again
Final Business Response /* (1000, 13, 2016/01/27) */
We will not refund any monies however we would be willing to cancel as of Feb 1st in order to resolve the issue

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
The account in question was for a debt in for a tanning membershipYou signed a contract on 4/13/for a recurring
eft draft for a tanning membership that would continue until cancelled in the storeWe have record that payments did not go through on 9/2/11, 10/4/11, 11/2/11, 12/2/11, 1/3/and than we cancelled the membership for non- paymentThis contract and all other forms associated with this account are available for the customer
OFFER:
The debt is owed based on the contract customer signed and no refund will be granted
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I froze this account in the fall of due to pregnancyI have medical records proving this pregnancy & delivery in the spring of
I remember walking into your old location and freezing this accountI was informed that freezing it would prevent any new charges but would allow me to reactivate this account without paying a new membership fee
I was assured that this account would remain dormant
Also, I want an explanation as to why I was never billed or contacted previously about this bill
I called and you have my correct number on fileHowever, the girl I spoke to told me the account was opened in I didn't live in Elkhart in
I would appreciate some accuracy and explanation as to why this wasn't addressed properly
I know you have done this to many other people because they have contacted me personally
Final Consumer Response /* (4200, 11, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any phone callsWhat proof is there that you contacted me? I delivered my child April 3, I believe there is an error on you partIt makes no sense to me to have my account unfrozen months before my due date
I will come in and discuss this with youSomething seems off
Final Business Response /* (4000, 13, 2015/10/27) */
Contact Name and Title: Scott *** President
I have the original freeze form with your signature stating the freeze period will be from 10/1/until 2/28/with the draft starting back up on 3/1/We also have the cancel form for non-payment both can be reviewed by you in the salon or please provide an address that a copy can be sent to you
OFFER:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12712932, and find that this resolution is satisfactory to me
Thank you.I accept this response in general terms. But it is imperative that the purported well intentions of "will remove" from collections quickly turn into "has been removed from collections". Thank you

Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
The contract your wife signed clearly states it was a reoccurring draft and would remain in affect until cancelled by the
clientThe cancelling policy is very clear in the contractIt states that customer needs to give a month in advance of the draft date which is on and around the first of the monthWhen your wife cancelled the card we cancelled the membership however the unpaid amount still remainedWe did make several attempts to contact your wife and were unsuccessful
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife did contact Malibu Tanning two consecutive months and told them she wanted the membership canceledHow many times does it take before it's actually canceled?
How did you try to contact us? By Mail? Cellphone?
I've not received any notifications or I would have dealt with it immediately
The other issue is that your employee advised her to cancel her card which was not a good idea
Final Business Response /* (4030, 10, 2015/10/27) */
Contact Name and Title: Scott *** President
Our policy is to try and contact our clients by phone up to three timesAs far as, our employee informing you to cancel your card is not our policy and has never beenI am sorry if that was relayed to you

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
A contract was signed provided to the clientwe cancelled the account for non-payment and than placed in collectionsA
deal I am sure can be made with the collection agancy
OFFER:
A deal can be made with the collection agency

Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title: Scott *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We have a signed contract stating a monthly EFT draft will continue until cancelled by each clientPolicy at that
particular time was to call each client once the account does not go through, in fact three attempts to call the client was policyYour particular account was cancelled due to non-paymentWe do have your original contract and a cancel form by the manager at that timeI'm sure a settlement can be reached with one of the local Malibu's or working out something with TransworldTo simply remove the amount owed is not going to happen
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to know the following:
Why was I never contacted by the local Malibu on the very first occasion that the automatic debit did not go through? They must have received some response back from the bank that the debit number was no longer valid
If it is policy that a client is contacted at least once prior to turn over to collection and many times three calls, why did I not receive even one? I do have voice mail at my number
If the charges are for a six month period only according to the collection firm, why is the charge $258? This equals $per month which is way over the monthly VIP charge?
What kind of settlement is being offered by Malibu?
Final Business Response /* (4000, 9, 2015/10/08) */
Contact Name and Title: Scott *** President
In response to the following questions
and Policy at that particular time was to contact the client at least three times to try and inform or collect the amount owedIn this case we were unsuccessful and than left stagnant with the hopes of our clients coming into take care of itOnce this did not happen the account is than turned over
Fees and interest are charged as a form of payment by Transworld which is perfectly legal and within their right
The settlement is this, if paid at a local Malibu either in person or via the phone by credit card the fees and interest charged by Transworld will be waivedThis would leave a total amount owed at $
OFFER:
See above in the response

Initial Business Response /* (1000, 5, 2015/11/05) */
Contact Name and Title: Scott [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We did find a mistake on our end and all collections have ended and we have removed all of the balance on your account....

Thank you for bringing this to our attention.
OFFER:

Initial Business Response /* (1000, 5, 2016/02/17) */
I understand however you signed a form that clearly states a fee of $5 will be charged for an unlimited freeze period. This states that the account will be on hold for an unlimited amount of months for a $5 a month fee in which that money will...

be given back to you to use towards a package or product purchase once the account is put back into active status. This form can be provided to you. You state that you have paid the balance off and I am seeing that the balance is still on your account. Please advise when this will be taken care of.
OFFER:
No offer at this time
Initial Consumer Rebuttal /* (3000, 7, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've paid the bill so I am not disputing that I signed it. It is a deceptive practice-I asked to cancel it, the employee gave me what they said were cancellation forms to sign. I admit that I trusted what the employee was saying and did not thoroughly read what I was signing-we need to let that part go now. I am not dropping the complaint until that deceptive practice-where employees are instructed to present false information to trusting customers-is ended.
Final Business Response /* (4000, 12, 2016/02/23) */
Contact Name and Title: Scott [redacted] President
We have received your payment 0f $77.50 and that has cleared your debt at this time.
OFFER:
Final Consumer Response /* (4200, 14, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like for them to state in writing that they will change this deceptive practice. I did not sign up to pay them five dollars a month for nothing on an account that I was closing. I was deceived and I paid them for their deception. I would like this practice to stop going forward.I have not, at any time, been concerned with paying the amount. I signed it and I sent them their money the day that I wrote this complaint. Had I been aware that I owed it earlier, I would've paid it then and then I also would've filed the complaint then.