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 days This is how this business operatated for 20+ years in the same location This customer has filled two slips in days and contacted the Revdex.com If you check our records you will see we have had only complaints since
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 tanning bed sessionsI 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 #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 bedsThe acrylic panel in question did have a hairline crack in that acrylic with minor chipping along the sides of the crackThese cracks develop over time as the acrylic ages due to the intensity of the lightsOddly, 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 yearIf 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 unitOur 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 replacementDue to the recent industry-wide declines in indoor tanning, lamp changes are not needed as frequently as in the pastIt costs several hundred dollars per bed to replace all of the lampsWe do not disclose changes of single bulbs, only complete changes of lampsDue to the large expense, we track actual tanning hours to determine when a total lamp change is dueAs noted by Ms [redacted] , our tanning services are only offered 1/hours per day, and our tanning business was effectively closed for nearly months in due to a major street reconstruction projectBeing 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 appropriatelyAlmost 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 importantWhile 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 statanner, 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 serviceNovember 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 locationsAlthough the [redacted] s used tanning sessions at a combined value of $44.00, I called her to discuss the matter and to advise we are refunding the $(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
[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 thingsMy complaint was never about the hoursI understood the hoursThey just seemed odd to me, but it was never a complaintI 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 proveIt is much more then minor chippingI still feel that this is my major complaint and it is unsafe and unsanitaryThis is actually why I did file my complaint in the first placeShe even stated that this happens over timeI still feel that this issue should be resolved and she should get the acrylic in the facial lamp fixedI 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 yearsSpeaking 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 bedsI also took pictures and you can see browning of the bulbs showing that several needed to be changed outI completely understand after doing my own research that the bulbs in the tanning bed are bad after 800-hours of useYou will constantly be changing bulbs if you are doing it one by one and no customer will ever get an even tanSo, even if what you say is true how you are changing a bulb out as it burns outYou now have a mixture of old and new bulbs and a customer is now going to get an uneven tanI also do not for one second believe they did not have any traffic for tanning in months, unless the whole business was closed for this timeAs I may be new to the area my husband has been here for years Another issue I have is while I am grateful she refunded our money, she is trying to sound like she did us a favorWe got bad service and she did not do us any favors of paying us our $dollars, which I may mention we actually paid each a full months of unlimited service at $each (comes out to $total for the both of us) so in actuality you did only return to us the $and did not give us the tax backYou said we used session and that would equal $dollars, but with the plan that we bought it was UNLIMITED for one month so you would actually divide the $by which comes out to so round to cents PER session so in all actuality with our sessions ( three by myself two by my husband) we spent $We bought unlimited so you would have to do the math that wayWe 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 upsetI would hope that good comes from this and that the facial bed is fixed and the lamps are taken care of more oftenSuzi 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 offI 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 dangerousAlso 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 blowsI 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 forwardI 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]
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 days This is how this business operatated for 20+ years in the same location This customer has filled two slips in days and contacted the Revdex.com If you check our records you will see we have had only complaints since
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 tanning bed sessionsI 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 #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 bedsThe acrylic panel in question did have a hairline crack in that acrylic with minor chipping along the sides of the crackThese cracks develop over time as the acrylic ages due to the intensity of the lightsOddly, 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 yearIf 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 unitOur 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 replacementDue to the recent industry-wide declines in indoor tanning, lamp changes are not needed as frequently as in the pastIt costs several hundred dollars per bed to replace all of the lampsWe do not disclose changes of single bulbs, only complete changes of lampsDue to the large expense, we track actual tanning hours to determine when a total lamp change is dueAs noted by Ms [redacted] , our tanning services are only offered 1/hours per day, and our tanning business was effectively closed for nearly months in due to a major street reconstruction projectBeing 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 appropriatelyAlmost 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 importantWhile 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 statanner, 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 serviceNovember 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 locationsAlthough the [redacted] s used tanning sessions at a combined value of $44.00, I called her to discuss the matter and to advise we are refunding the $(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
[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 thingsMy complaint was never about the hoursI understood the hoursThey just seemed odd to me, but it was never a complaintI 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 proveIt is much more then minor chippingI still feel that this is my major complaint and it is unsafe and unsanitaryThis is actually why I did file my complaint in the first placeShe even stated that this happens over timeI still feel that this issue should be resolved and she should get the acrylic in the facial lamp fixedI 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 yearsSpeaking 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 bedsI also took pictures and you can see browning of the bulbs showing that several needed to be changed outI completely understand after doing my own research that the bulbs in the tanning bed are bad after 800-hours of useYou will constantly be changing bulbs if you are doing it one by one and no customer will ever get an even tanSo, even if what you say is true how you are changing a bulb out as it burns outYou now have a mixture of old and new bulbs and a customer is now going to get an uneven tanI also do not for one second believe they did not have any traffic for tanning in months, unless the whole business was closed for this timeAs I may be new to the area my husband has been here for years Another issue I have is while I am grateful she refunded our money, she is trying to sound like she did us a favorWe got bad service and she did not do us any favors of paying us our $dollars, which I may mention we actually paid each a full months of unlimited service at $each (comes out to $total for the both of us) so in actuality you did only return to us the $and did not give us the tax backYou said we used session and that would equal $dollars, but with the plan that we bought it was UNLIMITED for one month so you would actually divide the $by which comes out to so round to cents PER session so in all actuality with our sessions ( three by myself two by my husband) we spent $We bought unlimited so you would have to do the math that wayWe 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 upsetI would hope that good comes from this and that the facial bed is fixed and the lamps are taken care of more oftenSuzi 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 offI 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 dangerousAlso 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 blowsI 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 forwardI 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]