RsiRoofAmerica, Inc.

The compliant was filed on the same day as the incident happened.  The business is a self service Laundromat where if the machine is out of order the customer fills out a out of order slip for a refund.  We typically pay the refunds within in 7 days.  This is how this business...

operatated for 20+ years in the same location.  This customer has filled two slips in 5 days and contacted the Revdex.com.  If you check our records you will see we have had only 3 complaints since 1995.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
As I have reviewed the response by the business in reference
to complaint ID [redacted], I do accept but I just want to point out a few
things. My complaint was never about the hours. I understood the hours. They
just seemed odd to me, but it was never a complaint. I feel she is trying to
downplay the hole in the facial bed, saying it is a "hairline
fracture" which is untrue and I do have pictures to prove. It is much more
then minor chipping. I still feel that this is my major complaint and it is
unsafe and unsanitary. This is actually why I did file my complaint in the
first place. She even stated that this happens over time. I still feel that
this issue should be resolved and she should get the acrylic in the facial lamp
fixed. I had a choice of two lay down beds, one with the facial lamp issues or
one with a bed with lamps not being changed in over two years. Speaking of bed
lamps not being changed and how they "cost several hundred dollars"
if she is changing them as bulbs are burning out she should post this, so at
least customers can see maintenance is being done on the beds. I also took
pictures and you can see browning of the bulbs showing that several needed to
be changed out. I completely understand after doing my own research that the
bulbs in the tanning bed are bad after 800-1000 hours of use. You will constantly
be changing bulbs if you are doing it one by one and no customer will ever get
an even tan. So, even if what you say is true how you are changing a bulb out
as it burns out. You now have a mixture of old and new bulbs and a customer is
now going to get an uneven tan. I also do not for one second believe they did
not have any traffic for tanning in 4 months, unless the whole business was
closed for this time. As I may be new to the area my husband has been here for
31 years.
Another issue I have is while I am grateful she refunded our
money, she is trying to sound like she did us a favor. We got bad service and
she did not do us any favors of paying us our $55 dollars, which I may mention
we actually paid each a full months of unlimited service at $27.50 each (comes
out to $55 total for the both of us) so in actuality you did only return to us the
$55 and did not give us the tax back. You said we used 5 session and that would
equal $44 dollars, but with the plan that we bought it was UNLIMITED for one
month so you would actually divide the $27.50 by 30 which comes out to .096 so
round to 92 cents PER session so in all actuality with our 5 sessions ( three
by myself two by my husband) we spent $4.60. We bought unlimited so you would
have to do the math that way. We did buy PER tan.
I am happy that she is going to go over training with her
employees, because if I could have just paid the extra do the stand up bed I
would have not been as upset. I would hope that good comes from this and that
the facial bed is fixed and the lamps are taken care of more often. Suzi did
call me and was very pleasant and I did listen to her side of the story, I just
feel that the hole in the facial tanner which is my biggest issue of all she is
trying to brush it off. I am not sure about any other customer that tans but I
do not want to tan under a lamp with a hole or even a "hairline fracture
with minor chipping" it’s just dangerous. Also with the bulbs if she is
waiting until one burns out to change it because it costs her so much money,
how scary would it be to be a customer in a bed when a bulb blows. I am happy
that this is all behind us and I have now learned to speak up and hopefully she
will understand the complaints and everyone can move forward. I am glad Suzi
did not ignore me as I thought that is what she was doing since it took so long
to hear back from her.
Regards,
 
[redacted]

This letter is in response to a complaint filed by [redacted] against our tanning salon located at [redacted].
 
• Ms. [redacted] indicated that she could have...

listed "many complaints" regarding her and her husband's combined 5 tanning bed sessions. I have checked our daily logbooks and did not find that she had raised any of these concerns 
except the alleged "huge hole" in the acrylic cover of the face tanner on bed #7. Our staff immediately changed her to a different tanning bed in that instance and mistakenly believed that the customer was satisfied with the service.
 
• For the record, none of the acrylic panels in our tanning bed have "huge holes" and there is no physical possibility that a customer could come into contact with a tanning bed lamp (bulb) in the manner described by Ms. [redacted]
in any of our tanning beds. The acrylic panel in question did have a hairline crack in that acrylic with minor chipping along the sides of the crack. These cracks develop over time as the acrylic ages due to the intensity of the lights. Oddly, 
the standup tanner she wants an upgrade to is designed without any acrylic panels, thus making it possible for her to touch any of lamps in that unit.
 
• Regarding our tanning hours, they are clearly posted and have not changed in well over 1 year. If she considered them "strange" she probably would have been better off at a different tanning salon.
 
• Regarding the time since the lamps were changed, we clearly disclose when the lamps were changed in each tanning unit. Our staff have been trained to automatically assign the beds with the most recently changed lamps to 
customers as they come in due to customer perceptions, but the date of the last lamp change does not dictate the date the lamps will need replacement. Due to the recent industry-wide declines in indoor tanning, lamp changes 
are not needed as frequently as in the past. It costs several hundred dollars per bed to replace all of the lamps. We do not disclose changes of single bulbs, only complete changes of lamps. Due to the large expense, we track actual
tanning hours to determine when a total lamp change is due. As noted by Ms. [redacted], our tanning services are only offered 4 1/2 hours per day, and our tanning business was effectively closed for nearly 4 months in 2013 due to
a major street reconstruction project. Being new to the area, it is likely that she was not aware of these facts when performing her "own math".
 
Notwithstanding the above facts, we do agree that there are several training issues which we will address with our staff.
 
• Our tardy response to the original letter from the Revdex.com was because the first letter was not handled appropriately. Almost all of the mail sent directly to each of our three locations is junk mail and this letter was not recognized 
as time-sensitive or important. While we have a different, consolidated mailing address for bills, invoices and other important mail, staff will be reminded to make sure all potentially "important" mail is given to management.
 
• Regarding our employee being uncertain regarding the codes to allow Ms. [redacted] to purchase an upgrade from tanning beds to the stand-up tanner, all employees will be reminded of the codes for upgrade requests.
 
• Staff will be reminded that it is their responsibility to treat customer concerns respectfully, even near to closing time". A short discussion with the customer during a visit could possibly have averted this entire complaint.
 
Star Services prides its self on quality custclmer service. November 2014 will be our 20th anniversary in business in the greater Milwaukee area and this is the first complaint ever filed against us at any of our locations. Although the 
[redacted]s used 5 tanning sessions at a combined value of $44.00, I called her to discuss the matter and to advise we are refunding the $55.00 (the increase is because she forgot to include the tax paid) under separate cover directly 
to the [redacted]s.
 
We sincerely hope they will find a different tanning salon more to their liking.
 
[redacted]
Star Services