Pure Tan

PURE TANA TANNING SPA December 28, Revdex.com Attn: [redacted] WShaw Avenue Fresno, CA RE: Complaint Response Complaint ID No: Complaint Date: 12/19/Complainant: [redacted] Dear MsBejarno, We are in receipt of the complaint submitted to your office by Ms [redacted] Below is our response: On February 13, [redacted] entered into a Six Month tanning contract with Pure TanShe signed and initiaedl that she understood and agreed to the terms of the agreementIt should be noted this contract outlines the necessary requirements for cancellation and/or changesBased 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 signedOn December 18, Ms [redacted] called the business directly to address her concerns regarding the previously two debited amountsShe stated a doctor's note was provided to one of our staff members and that her account was to be cancelled due to medical issuesUpon further probing from one of our Customer Service Specialist she indicated it was due to a pregnancy and that she was not able to tanSince 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 concernOur research revealed that her account was placed on hold on May 29, and set to start up again on November 15, 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 dateUnfortunately we were not able to locate a doctor's note to validate this was the reason for the holdOn December 19, 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 refundShe 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 noteIt 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 businessOn December 20, 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, 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, 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 cooperationSincerely, [redacted]