Planet Beach at Brier Creek

I am a travel nurse who worked in Raleigh, NC and have now moved to Florida. While in North Carolina, I had joined this spa and the monthly dues of $70 were automatically deducted from by bank account. When I was preparing to move out of the state, I provided them with proof of my change of address so they would discontinue the monthly billings and cancel my contract, but to my dismay they continued to collect $70 from my account. I have tried to reach the manager many times through phone and emails, but my attempts have been ignored. I then went to my bank and disputed these payments and had them stopped. Now I have started receiving collection letters for an open balance of over $700. This is totally inappropriate as I informed them BEFORE I moved that I would be leaving and was told it would be no problem. All I was asked to provide was proof of an address change and it would be handled. That is not what happened. I have been sent to collection, which is now adversely affecting my credit and expected to pay for dues when I wasn't even living in that area any longer.Product_Or_Service: monthly spa membersipDesired SettlementProper resolution includes:1. Refund of monthly dues deducted from my account after January 2016 which is when I moved out of North Carolina.2. All references from Planet Beach to be removed from my credit file.Business Response Customer sign 24 month membership. Terms of cancellation are 60 days notice and $99.00 fee which we said we would waive the $99.00 as she said she moved. Also offered to use her 60 days as a credit on account for future use. Memos state on 10/6/15 She spoke in person about cancelling. We told her the process. She said she would come in October to cancel. Never Did. 5/4/16 Left Message in reference to her membership. Spoke in Person in March 2016 again about cancelling but never cancelled. On 5/19/2016 customer processed 4 months of charge backs against our company.

I signed a contract 8/31/15 after speaking with [redacted]. She stated that I could use the account for the months needed the services and freeze the account the rest of the time (she wrote on my contract "freezes done by 25th of the month!" and provided an email address to contact [redacted]@gmail.com. I used the account for 5 months and due to work scheduling conflicting with the businesses hours I froze the account per her instructions. She never stated freezes don't count towards your 12 month agreement, she stated "you can freeze the account as much as you want to until your year is up and then cancel the account. I contacted the owner 60 days prior to my contract expiring (I contacted her on 6/27/16 and my contract expires 8/31/16) to cancel the account per the 60 day requirement stated. During the 60 days I was still paying the freeze fee as well as going to continuing paying ALL fees through my 1-year agreement. I went into the establishment and dealt with [redacted] once again and she stated I would need to pay a $99 early cancellation fee. I explained to her I wanted the cancellation at the end of the 1 year agreement, I was just giving my 60 day notice. She stated the computer system doesn't work that way and if I signed the paper today it would be considered an early cancellation. I asked how I would be able to cancel the contract on 8/31/16 since I will be out of the country and cannot come in and sign the paper. She stated I could then email her. This company picks and chooses when they want to follow their agreement (it clearly states I have to come in and sign a cancellation form). Also, the contract clearly states that they will check IDs every time, which they never did once. Due to the fact they never checked IDs I found out they allowed my underage sister to tan due to never checked IDs. Because they failed to uphold their end of the contract it is void.Desired SettlementThe contract should immediately be void since they did not hold up their end of the agreement by checking ID every single time. I also gave a 60 day notice of intent to cancel my agreement on 8/31/16, I'm paying all the fees being charged, and my contract should be cancelled on 8/31/16. Business Response Ms. [redacted] signed a 12 month membership in which she agreed to pay 12 payments at $49. There is a separate section on the bottom of the contract that shows this information and below are two signatures by [redacted] stating she understood and agreed to the terms. Above this section it highlights the cancelation policy and it states the very specific details, that in order to cancel, a 60 day notice plus a $99 cancelation fee is due if 12 payments of $49 have not been paid. This is to be collected up front at the point of cancelation. The guidelines are very clear and very spelled out. Freezing the membership is done separately and is not relevant to the terms, as the contract reads "12 payments at $49", not "12 payments at $49 or $5". I am sorry to hear that Ms. [redacted] is unhappy with this information, but the contract is a single one-page document in which she has received copies of. I am more than willing to send over a copy of Ms. [redacted]'s contract to the Revdex.com to show where we have done nothing wrong.It is not our policy to have someone become a member and freeze the majority of their contract and we allow that to be the end of it. The reason why a customer is getting a discounted rate is because they signed a membership and committed to pay 12 payments at $49. She could have opted for a non-membership type package without that commitment.[redacted] was the person that signed Ms. [redacted] up and she has been an employee with Planet Beach for 4 years and knows that is not policy, nor have we had any issues with her ever going against policy. Ms. [redacted] has borderline been harassing me/us about this issue with constant emails, making accusations of fraud, putting negative and false information online and in this complaint. We have been responsive to her, answered all of her questions, sent her copies of her agreement and kept everything professional. Ms. [redacted] has not given the same courtesy.In reference to Ms. [redacted]'s sister: she did not disclose her sister's name that she is claiming used our facility under-age. If this is true, I am sorry to hear that her sister was very dishonest and used our facility under false pretenses. It is the customer's responsibility to be honest about their age and we try our best to use discretion. Her sister would have signed a release form and must have lied about her age on the form, as it asks for her date of birth. We do not purposely allow under age tanning as it is against the law. The State of NC does NOT require us to have a photo ID present as they do with alcohol and tobacco sales.We have been in business for over 10 years and have signed up thousands of customers over these years. I am sorry to hear that Ms. [redacted] feels she was told something different, but there is nothing that supports that. What I can say is: It is not our policy to allow frozen time to count as term time, the manager that signed her up hasn't gone against policy in her 4 years of employment with us, and we have a contract with her signatures to back all of this up.Thank you,Consumer Response The complaint was not fully resolved to my satisfaction. The owner absolutely refused to discuss the matter personally, did not answer phone calls, accused me of harassing and spreading false information about them. I went to discuss the matter with the manager at the home store and she was able to get ahold of the owner on her first phone call, and again did not discuss anything directly with me. For a owner who states that they are devoted to their business, they clearly do not believe in customer service. Final Business Response To my understanding this situation was fully dealt with. We never received any personal phone calls or voicemails from the customer, just emails and online complaints, which we have personally addressed along the way. We also worked directly with the Manager to ensure that everything was tended to accordingly and were involved through the end of the process. We have been involved in many ways. The customer came in and settled her account with us at the store and everything has been closed out. It was never to our understanding that a phone call was necessary, nor was it requested when we were on the phone with the Manager at the point of cancellation. All cancellations are handled at the level of management as that is part of their job. We even accepted personal checks from the customer, which we normally do not do, to try and work with the customer to wrap this up.In summary, we have had numerous conversations from a managerial level and ownership level, in several different formats (emails, phone calls and in-person). We wish the customer best of luck with her future and we thank her for her business.Thank you

Being charged for services I've not used. Being deliberately dishonest and greedy.Hello this is for Planet Beach owners of Planet Beach South Square and Briar Creek in Durham, NC. I have used planet beach for 4 1/2 years paying 64.90 monthly. On Feb 11th, 2014 I entered the store and told the owner I wanted to cancel my membership, he said OK but I would have to pay for next month because I didn't cancel by Feb. 4th. I said ok fine, I thought it was a little cold for being such a loyal customer but ok. I was charged the 64.90 for March (NOTE: I have not tanned since I canceled Feb. 11th). I called today March 17th and wanted to make sure I was good because someone told me that they will get nasty when you cancel and charge your card anyway. I called and asked the girl working and she said no it wasn't canceled in the computer but she would call because I explained I had spoken to the owner. She called me back and said she spoke to him and he remembers me telling him I wanted to cancel but because I failed to sign a cancelation form I would be charged for April. I said when I told him I wanted to cancel he got on the computer typed something (or pretended to type) and said ok (i assumed he was entering the cancelation, he never told me I had to sign a cancelation form. I don't understand why he didn't have me sign it at that time because I was canceling at that time, he knows what has to be done to cancel and it's really bad that he would deliberately deceive me so he could steal from me. There's no other way to look at that other than he's stealing money from me, why would anyone make that alright?? I haven't used their services since Feb 11th 2014. I paid 64.90 for Feb., I paid 64.90 for March (didn't use services at all, but ok I agreed to do that when I canceled because he told me it was policy) and now they want to charge me 64.90 for April which [redacted] told me he canceled. That will be 2 1/2 months of paying for services I haven't used, What?? I guess getting the 64.90 for March just wasn't enough; he had to be dishonest and greedy. I appreciate any help you can give me because I feel this just isn't right and other people need to know there business practices. Sincerely, [redacted]Desired SettlementI want my account canceled per our agreement, I paid for March and that's it. I want my name and my credit card info erased completely from this bad business asap. Business Response Hello [redacted],customer service is of the utmost importance to us. We follow Planet Beach Policy to ensure cancellations are done correctly. We have record of you coming in and discussing cancelling but we do not have a record of moving forward. I remember discussing the 30 days notice and that you had until the end of Feb to pay this if you did not want to pay it on the 11th. When any customers cancels we collect the 30 days notice that day and you can use the membership for the next month, we also print out a 2 cancellation forms for you to sign , one for your records and one for ours. We have no records of you being charged on Feb 11th or a cancellation form. Having stated our policy there has clearly been a misunderstanding and for that I apologize. I will not respond as to a solution over an online complaint site but please call the store as soon as you can and we will resolve this matter to your satisfaction. Thank you