Oh So Tan

This letter is in response to complaint ID # [redacted] Client, [redacted] , purchased a three month tanning package at $a month plus federal excise tax, totaling $a monthThis contract is open-ended with a three month minimum beginning on the first of the monthClient signed up on July 19th, and paid a prorated fee of $plus federal excise taxHer three month minimum would be August, September and OctoberOn her signed membership agreement, it states all changes and cancellation request must be applied for at the contracting salon, in personAs well as all cancellations letters must be done by the 25th of the month in such a time and such a manner as to afford a company and depository a reasonable opportunity to act [redacted] called screaming at my employees, telling them that she was told she could cancel by phone , which can not be trueThat is not our company policyAll employees are trained to inform the client of the correct procedures utilized by our company with instructions that no cancellations may be taken over the phone, but a letter may be mailedIt’s the client’s responsibility to come in and sign the cancellation form prior to the th of the monthI had informed the employee to let the client know that we would look for her letterAnother employee called client back after receiving a web contact email after no letter was foundI have enclosed copy of such letterIn this case client stated that she called our salon on October 18th, and was told to send a letter to [redacted] ***Our company does not, nor ever had a salon at location [redacted] Upon looking into the matter further, client said she googled OH SO TAN WashingtonWhen doing so she must have called OH SO TAN McMurray, which was sold to a competitor tanning salon, [redacted] *** which we have no affiliation with [redacted] does have a policy of sending a letter to cancel a membership to their salon to the location of [redacted] *** ***We have no evidence that this client wanted to cancel her membership at our salonShe was offered tans with a value that exceeds what she paidShe declined As stated, I am enclosing a copy of the web email letter from [redacted] as well as a copy of her membership agreement with our salon Regards, [redacted] ***- Member OH SO TAN

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I am very disappointed in the response received from this businessAs per the response letter "On her signed membership agreement, it states all changes and cancellation request must be applied for at the contracting salon, in person", however when I signed up I was told that I could call and when I called I was told I had to write a letter "per my signed contract", when I reviewed my signed contract at that time I noticed section that states "All cancellation letters must be done by the 25th of the month in such time and such manor as to afford COMPANY and DEPOSITORY a reasonable opportunity to act." This section is underlined and emphasized on the signed contract which is why I wrote a letter and I trusted the employee I spoke with was giving me the correct information Once again at this time I confirmed my cancellation date and was found on file I would not be on file at any other tanning salon as I have never been to any other tanning salonI have also checked my phone records and I did in fact call Oh So Tan on Oct 18th at ###-###-####At this time was told to write a cancellation letter "per signed contract" and given an incorrect addressFor the record, I have never called "screaming" at any of the employeesWhen I called in on 11/and spoke with [redacted] she was nothing but helpful, courteous and polite, so why would I yell at her? I did however become extremely frustrated when being spoken to by [redacted] the manager on 11/ as she seemed to be talking down to meShe would not stop speaking to let me explain, she continued to explain to me that the cancellation process is "pounded" into her employees heads when they start and none of her employees have ever been told to inform a client to call in or write a letter to cancel, which I was told to call to cancel when I signed up and then when I called, told to write a letter (section of their contract) and given an incorrect address as there is no address to reference on the signed contractShe then continued to laugh at me and accuse me of calling the wrong tanning salon on 10/at which time I pulled up my records and saw that I in fact called the correct salonShe continued to bully me by talking over me, laughing at me and going on and on about how long she had "been in this business and had never given anyone a refund for any reason", speaking as if this were something to brag aboutI am also very confused as to where they got that I "goggled OH SO TAN Washington" and found a wrong number and contacted the wrong salonI never "goggled" the number as I had it saved in my phoneIf [redacted] would have actually listened to me when we spoke, she would not have to embellish her story to her employer to make me look bad I was paid more respect from [redacted] an employee, than I was by [redacted] who is a managerAs per my conversation with [redacted] and the tone of this response letter, I feel as though I am being treated as if I was NOT a paying customerI am very disappointed with the business practices of this small business, scamming people from canceling their contracts to make a few extra dollarsTelling them to call to cancel when they sign up, even though it’s not even mentioned in their signed contracts, and when they do call to cancel tell them they must send a letter, give them a bad address and refer the client back to their “signed contract”, so when they do double check their copy of the contract, they see section emphasized and trust the employee has given them the correct informationThis is a scam plain and simple I am embarrassed that I would patronize a business with such practices and fall victim to itI am no longer worried about getting my money back since I was already told by [redacted] she has “never given a refund” in her whole entire careerThe point of this now is to help make sure no one else befalls victim to their scamI may have a lost a few dollars in which more can be made, but this business has lost a client and that is money they will never recoupAs a fellow small business owner, I am concerned that a business with such practices is operating in my communityWord of mouth in a small town to a small business means everything There is nothing good to say about this business, its practices, employee training, managerial team or its owner Regards, [redacted] - [redacted]

This letter is in response to complaint ID #[redacted]. Client, [redacted], purchased a three month tanning package at $19.99 a month plus federal excise tax, totaling $21.99 a month. This contract is open-ended with a three month minimum beginning on the first of the month. Client signed up on...

July 19th, 2014 and paid a prorated fee of $8.38 plus federal excise tax. Her three month minimum would be August, September and October. On her signed membership agreement, it states all changes and cancellation request must be applied for at the contracting salon, in person. As well as all cancellations letters must be done by the 25th of the month in such a time and such a manner as to afford a company and depository a reasonable opportunity to act.
[redacted] called screaming at my employees, telling them that she was told she could cancel by phone , which can not be true. That is not our company policy. All employees are trained to inform the client of the correct procedures utilized by our company with instructions that no cancellations may be taken over the phone, but a letter may be mailed. It’s the client’s responsibility to come in and sign the cancellation form prior to the 25 th of the month. I had informed the employee to let the client know that we would look for her letter. Another employee called client back after receiving a web contact email after no letter was found. I have enclosed copy of such letter.. In this case client stated that she called our salon on October 18th, 2014 and was told to send a letter to 2[redacted]. Our company does not, nor ever had a salon at location [redacted] Upon looking into the matter further, client said she googled OH SO TAN Washington. When doing so she must have called OH SO TAN McMurray, which was sold to a competitor tanning salon, [redacted] which we have no affiliation with. [redacted] does have a policy of sending a letter to cancel a membership to their salon to the location of 2[redacted]. We have no evidence that this client wanted to cancel her membership at our salon. She was offered tans with a value that exceeds what she paid. She declined.
As stated, I am enclosing a copy of the web email letter from [redacted] as well as a copy of her membership agreement with our salon.
Regards,
[redacted]- Member
OH SO TAN

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am very disappointed in the response received from
this business. As per the response letter "On her signed membership
agreement, it states all changes and cancellation request must be applied for
at the contracting salon, in person", however when I signed up I was told
that I could call and when I called I was told I had to write a letter
"per my signed contract", when I reviewed my signed contract at that
time I noticed section 5 that states "All cancellation letters must be
done by the 25th of the month in such time and such manor as to afford COMPANY
and DEPOSITORY a reasonable opportunity to act." This section is
underlined and emphasized on the signed contract which is why I wrote a letter
and I trusted the employee I spoke with was giving me the correct information.
Once again at this time I confirmed my cancellation date and was found on file.
I would not be on file at any other tanning salon as I have never been to any
other tanning salon. I have also checked my phone records and I did in fact call
Oh So Tan on Oct 18th at ###-###-####. At this time was told to write a
cancellation letter "per signed contract" and given an incorrect
address. For the record, I have never called "screaming" at any of
the employees. When I called in on 11/11 and spoke with [redacted] she was nothing
but helpful, courteous and polite, so why would I yell at her? I did however
become extremely frustrated when being spoken to by [redacted] the manager on 11/12
as she seemed to be talking down to me. She would not stop speaking to let
me explain, she continued to explain to me that the cancellation process is
"pounded" into her employees heads when they start and none of her
employees have ever been told to inform a client to call in or write a
letter to cancel, which I was told to call to cancel when I signed up
and then when I called, told to write a letter (section 5 of their contract)
and given an incorrect address as there is no address to reference on the
signed contract. She then continued to laugh at me and accuse me of calling the
wrong tanning salon on 10/18 at which time I pulled up my records and saw that
I in fact called the correct salon. She continued to bully me by talking
over me, laughing at me and going on and on about how long she had
"been in this business and had never given anyone a refund for any reason",
speaking as if this were something to brag about. I am also very confused as to
where they got that I "goggled OH SO TAN Washington" and found
a wrong number and contacted the wrong salon. I
never "goggled" the number as I had it saved in my phone. If
[redacted] would have actually listened to me when we spoke, she would not have to
embellish her story to her employer to make me look bad.  I was paid more
respect from [redacted] an employee, than I was by [redacted] who is a manager. As per
my conversation with [redacted] and the tone of this response letter, I feel as
though I am being treated as if I was NOT a paying customer. I am very
disappointed with the business practices of this small business, scamming
people from canceling their contracts to make a few extra dollars. Telling them
to call to cancel when they sign up, even though it’s not even mentioned in
their signed contracts, and when they do call to cancel tell them they must
send a letter, give them a bad address and refer the client back to their “signed
contract”, so when they do double check their copy of the contract, they see section
5 emphasized and trust the employee has given them the correct information. This
is a scam plain and simple.  I am embarrassed
that I would patronize a business with such practices and fall victim to it. I
am no longer worried about getting my money back since I was already told by
[redacted] she has “never given a refund” in her whole entire career. The point of
this now is to help make sure no one else befalls victim to their scam. I may
have a lost a few dollars in which more can be made, but this business has lost
a client and that is money they will never recoup. As a fellow small business
owner, I am concerned that a business with such practices is operating in my
community. Word of mouth in a small town to a small business means everything.
There is nothing good to say about this business, its practices, employee training,
managerial team or its owner.
Regards,
[redacted]

Review: I signed up for a 3 month tanning package at $21.99 a month. I was told when I signed up that I could cancel before October 21st as long as I called in. I did sign a contract that stated that I would need to mail a letter to cancel but did not provide an address. I also wrote on my contract that the girl told me I could call to cancel by October 21st. I called in on October 18th to cancel and was told to send in a letter, I verified my cancellation date as they had me on file. She provided me an address of [redacted] I sent my letter on 10/20. I realized 11/11 that they had again charged me for November after my letter had been sent. I called in on 11/11 and talked to [redacted] and she stated that, that it is not their policy to cancel by phone or letter, which I was told by phone when I signed up and by letter when I called on 10/18, and by letter per my contract, but again no address was provided. I went in on the evening of 11/11 and signed a cancellation letter. I was asking to be refunded for the month of November as I was charged $21.99 for a service I did not use and was told incorrect information not once but twice regarding cancellations. I was called by [redacted] this morning and she told me it is not their policy to accept cancellations by phone that I could have just stopped in which I was never told when I signed up or when I called on 10/18. I told her I sent a letter on 10/20 and she stated the address I was given by one of her employees was not even their address and went on to blame me that I had called the incorrect tanning salon, I have never been to any other salon that would have me on file, which I verified my cancellation date when I called on 10/18. She then went on to tell me her girls are never told to tell customers to cancel by phone or letter, which I was told by both of her employees. I have the number saved in my phone, the same number I called yesterday was the same number I called on 10/18.Desired Settlement: I would like to be refunded $21.99 for the month of November due to negligence by the employees to correctly inform their customers on how to cancel.

Business

Response:

This letter is in response to complaint ID #[redacted]. Client, [redacted], purchased a three month tanning package at $19.99 a month plus federal excise tax, totaling $21.99 a month. This contract is open-ended with a three month minimum beginning on the first of the month. Client signed up on July 19th, 2014 and paid a prorated fee of $8.38 plus federal excise tax. Her three month minimum would be August, September and October. On her signed membership agreement, it states all changes and cancellation request must be applied for at the contracting salon, in person. As well as all cancellations letters must be done by the 25th of the month in such a time and such a manner as to afford a company and depository a reasonable opportunity to act.

[redacted] called screaming at my employees, telling them that she was told she could cancel by phone , which can not be true. That is not our company policy. All employees are trained to inform the client of the correct procedures utilized by our company with instructions that no cancellations may be taken over the phone, but a letter may be mailed. It’s the client’s responsibility to come in and sign the cancellation form prior to the 25 th of the month. I had informed the employee to let the client know that we would look for her letter. Another employee called client back after receiving a web contact email after no letter was found. I have enclosed copy of such letter.. In this case client stated that she called our salon on October 18th, 2014 and was told to send a letter to 2[redacted]. Our company does not, nor ever had a salon at location [redacted] Upon looking into the matter further, client said she googled OH SO TAN Washington. When doing so she must have called OH SO TAN McMurray, which was sold to a competitor tanning salon, [redacted] which we have no affiliation with. [redacted] does have a policy of sending a letter to cancel a membership to their salon to the location of 2[redacted]. We have no evidence that this client wanted to cancel her membership at our salon. She was offered tans with a value that exceeds what she paid. She declined.

As stated, I am enclosing a copy of the web email letter from [redacted] as well as a copy of her membership agreement with our salon.

Regards,

[redacted]- Member

OH SO TAN

Consumer

Response: