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Pure Tan Inc

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PURE TANA TANNING SPA December 28, 2017 Attn: [redacted] 2600 W. Shaw Avenue Fresno, CA 93711 RE: Complaint Response Complaint ID No: 12566278 Complaint Date: 12/19/2017 Complainant: [redacted] Dear Ms. Bejarno, We are in receipt of the...

complaint submitted to your office by Ms. [redacted]. Below is our response: On February 13, 2017 [redacted] entered into a Six Month tanning contract with Pure Tan. She signed and initiaedl that she understood and agreed to the terms of the agreement. It should be noted this contract outlines the necessary requirements for cancellation and/or changes. Based on the terms of the contract Ms. [redacted] failed to sign the cancellation/change form as outlined in the terms of the contract (see attached). This contract also states she understood that in the even she did not sign this form she was authorizing Pure Tan to continue to automatically debit her account until the cancellation was signed. On December 18, 2017 Ms. [redacted] called the business directly to address her concerns regarding the previously two debited amounts. She stated a doctor's note was provided to one of our staff members and that her account was to be cancelled due to medical issues. Upon further probing from one of our Customer Service Specialist she indicated it was due to a pregnancy and that she was not able to tan. Since our contract and our policy does not allow the cancellation of the contract before the term of initial agreement is fulfilled, we conducted some research in order to remedy her concern. Our research revealed that her account was placed on hold on May 29, 2017 and set to start up again on November 15, 2017. This time frame was in line with the pregnancy exception made for customers who are expecting and as a courtesy we freeze their accounts until their due date. Unfortunately we were not able to locate a doctor's note to validate this was the reason for the hold. On December 19, 2017 I personally contacted Ms. [redacted] and informed her of the information I had on file and requested that she provide me with a copy of the doctor's note so that I could issue a refund. She seemed very frustrated that she had to obtain a copy and felt we should have a copy of the note on file, but unfortunately we did not, and the only way I would approve a refund was with a copy of the note. It was not my intent to be insensitive to her situation, and although the contract she signed allowed me to continue to deduct I wanted to peruse a path that would be fair to both her and our business. On December 20, 2017 Ms. [redacted] provided us with a copy of her doctor's note that indicated we needed to release her from her contract for medical reason, which is not part of the cancellation process Ms. [redacted] agreed to adhere to on February 13, 2017. Based on the contractual agreement Ms. [redacted] signed we are within our rights to continue deductions until her contract term is fulfilled, but on December 20, 2017 the November and December deductions were refunded and her contract was forgiven. ( see attached).Although the process may have been overwhelming I do appreciate that Ms. [redacted] was able to provide us with the documentation requested, please relay our sincerest apologies and gratitude for her cooperation. Sincerely,[redacted]

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Address: 2563 N 11th Ave Ste 103, Hanford, California, United States, 93230-1462


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