Shoreline Tan, Inc.

October 17, 2016 In response to case #*** the client signed a month contract starting October 5th for monthly tanning ($a month plus 10% excise tax)I have attached a copy of our contract agreement and the Cancel/Hold form to this letter for your reviewIf necessary I can
provide the original contract signed by the customerThis contract is a recurring billing agreement that drafts from the client’s credit card on the 5th of every monthIt states in our contract that you cannot put your account on hold until after you have satisfied your month agreementThen you must put in a day notice to hold and or cancel your contractTherefore the customer did not put her account on hold in July.We have called the customer a multitude of times over the course of her contract and have notated this in the account. The client came into the salon on July 9th and filled out a new updated contract with her married name. There is no notation of client attempting to put in a hold notice at that time and as mentioned previously she would not have been able to do so according to the contract. By the contract the customer was able to put in her hold agreement after August 5th’s billing and her last full payment would have been September 5th however, the customer did not put it on hold until September 30th thus sending her account into another billing cycleThe customer was told when the notice was put in that there was going to be one more draft before her account would be put on hold it is also written in the contract and on the cancel/hold form that is signed by the customer At this point we have provided sufficient evidence that we have conducted business according to our contract policies in a professional manner. Please free to contact me at *** if you have any further questions or concerns about this case.Regards,Theresa M***District ManagerShoreline Tan Inc

August 17, 2016In response to case number *** the client signed a month contract on March 14, for
monthly tanning ($plus 10% Federal excise tax)I have attached a copy of
our contract agreement to this emailIf necessary we can provide the original signed
contract. This contract is a recurring billing
agreement that drafts from the client’s credit card on the 5th of
every monthOn August 5th the client’s credit card declined
for paymentIt clearly states in the contract that there will be a $
decline fee that is accrued through the EFT (Electronic Funds Transfer)
whenever the payment declines for any reason
The Client was called on August 5th at 1:pm and a voicemail
concerning the client’s account was left on the phone number that the client provided
us with This is a courtesy provided by
our staff but it is still the client’s responsibility to update their payment
information when it has changed.Upon speaking with the client she asked what number was called,
she was read back the number that she provided.
The client’s response was “I wasn’t home to get that message” But that
was the only number provided for her to be reached atThe client went on to
say she was angry because she had a $decline fee and that she was not
allowed to use our services until she paid the balance due on her account. We charge all of our clients on the 5th of every month it is their responsibility to provide us with the correct
payment informationIf the payment is insufficient the client will be billed
the appropriate amount including all fees and will not be allowed to use our
services until their balance has been clearedThe client has since paid her balance on August 9th 2016, updated the payment information on her account, updated a new phone
number and is using our services.At this point we have provided sufficient evidence that we
have conducted business according to our contract policies in a professional
manner

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe business can say whatever it wants to but the fact is that is not how it was conducted! I did go in July and change my name and fill out a hold form, when asked for a copy the girl working there said she wasn't allowed to give me oneAnd when the business called in August because my expiration date changed on my card I explained this to them in detail and I was told there just happened to be no record, but they said they would call around to check and call me back which never happened! It wasn't until I got a call in September that I realized it was obviously my word against theirs and I obviously wasn't going to win this, I was told because all this time I was trying to put it on hold to begin with that all I needed to do was pay my balance up to date oh yeah plus a $late fee and I could put my account on hold that day! It could be the same day as long as it was before the 1st of OctoberSo I did and what happens a week later my account gets charged again! Reguardless of what policies they say they uphold that is not how this whole thing played out and I feel very cheated!
Regards,
*** ***

October 17,
In response to case #
face="Times New Roman" size="3">*** the client signed a month contract starting October 5th for monthly tanning ($a month plus 10% excise tax)I have attached a copy of our contract agreement and the Cancel/Hold form to this letter for your reviewIf necessary I can provide the original contract signed by the customerThis contract is a recurring billing agreement that drafts from the client’s credit card on the 5th of every monthIt states in our contract that you cannot put your account on hold until after you have satisfied your month agreementThen you must put in a day notice to hold and or cancel your contractTherefore the customer did not put her account on hold in JulyWe have called the customer a multitude of times over the course of her contract and have notated this in the account. The client came into the salon on July 9th and filled out a new updated contract with her married name. There is no notation of client attempting to put in a hold notice at that time and as mentioned previously she would not have been able to do so according to the contract
By the contract the customer was able to put in her hold agreement after August 5th’s billing and her last full payment would have been September 5th however, the customer did not put it on hold until September 30th thus sending her account into another billing cycleThe customer was told when the notice was put in that there was going to be one more draft before her account would be put on hold it is also written in the contract and on the cancel/hold form that is signed by the customer
At this point we have provided sufficient evidence that we have conducted business according to our contract policies in a professional manner
Please free to contact me at *** if you have any further questions or concerns about this caseRegards,
Theresa M***
District Manager
Shoreline Tan Inc

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Shoreline Tan, Inc. regarding complaint ID...

[redacted]
Regards,
[redacted]

Ms. [redacted] came in on October 5th at 12:39 PM to put in her cancellation notice it states clearly on the form that she signed that you must put in your cancellation by the 4th before 4:49PM in order for it to be effective the current billing cycle. I am not sure who the client spoke with that...

she says gave her false information. All of Shoreline's employees know the cancellation policy and would not give her misinformation. Unfortunately, the client missed the cut off date and time for the current billing taking her into the next cycle I tried to explain this to the client over the phone when she called however she got angry with me and accused me of being disrespectful asked my name and hung up the phone. It states on our contract that Shoreline adjusts it's hours without notification and no credit is given for days Shoreline is closed for any reason. I have attached a copy of the original contract and cancellation forms signed by the client. At this point I have provided sufficient evidence that we have conducted business according to our contract policies in a professional manner. Please review the documents provided.Thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business can say whatever it wants to but the fact is that is not how it was conducted! I did go in July and change my name and fill out a hold form, when asked for a copy the girl working there said she wasn't allowed to give me one. And when the business called in August because my expiration date changed on my card I explained this to them in detail and I was told there just happened to be no record, but they said they would call around to check and call me back which never happened! It wasn't until I got a call in September that I realized it was obviously my word against theirs and I obviously wasn't going to win this, I was told because all this time I was trying to put it on hold to begin with that all I needed to do was pay my balance up to date oh yeah plus a $20 late fee and I could put my account on hold that day! It could be the same day as long as it was before the 1st of October. So I did and what happens a week later my account gets charged again! Reguardless of what policies they say they uphold that is not how this whole thing played out and I feel very cheated! 
Regards,
[redacted]

Ms. [redacted] came in on October 5th at 12:39 PM to put in her cancellation notice it states clearly on the form that she signed that you must put in your cancellation by the 4th before 4:49PM in order for it to be effective the current billing cycle. I am not sure who the client spoke with...

that she says gave her false information. All of Shoreline's employees know the cancellation policy and would not give her misinformation. Unfortunately, the client missed the cut off date and time for the current billing taking her into the next cycle I tried to explain this to the client over the phone when she called however she got angry with me and accused me of being disrespectful asked my name and hung up the phone. It states on our contract that Shoreline adjusts it's hours without notification and no credit is given for days Shoreline is closed for any reason. I have attached a copy of the original contract and cancellation forms signed by the client. At this point I have provided sufficient evidence that we have conducted business according to our contract policies in a professional manner. Please review the documents provided.Thank you

August 17, 2016In response to case number [redacted] the client signed a 6 month contract on March 14, 2016 for
monthly tanning ($84.99 plus 10% Federal excise tax). I have attached a copy of
our contract agreement to this email. If necessary we can provide  the original signed contract. ...

This contract is a recurring billing
agreement that drafts from the client’s credit card on the 5th of
every month. On August 5th 2016 the client’s credit card declined
for payment. It clearly states in the contract that there will be a $10.00
decline fee that is accrued through the EFT (Electronic Funds Transfer)
whenever the payment declines for any reason.
The Client was called on August 5th 2016 at 1:14 pm and a voicemail
concerning the client’s account was left on the phone number that the client provided
us with.  This is a courtesy provided by
our staff but it is still the client’s responsibility to update their payment
information when it has changed.Upon speaking with the client she asked what number was called,
she was read back the number that she provided. 
The client’s response was “I wasn’t home to get that message” But that
was the only number provided for her to be reached at. The client went on to
say she was angry because she had a $10.00 decline fee and that she was not
allowed to use our services until she paid the balance due on her account.  We charge all of our clients on the 5th of every month it is their responsibility to provide us with the correct
payment information. If the payment is insufficient the client will be billed
the appropriate amount including all fees and will not be allowed to use our
services until their balance has been cleared. The client has since paid her balance on August 9th 2016, updated the payment information on her account, updated a new phone
number and is using our services.At this point we have provided sufficient evidence that we
have conducted business according to our contract policies in a professional
manner.

Review: I was there at tanning salon on Wednesday and they let me tan and did not ask for payment . I was there on saturaday and did not let me tan and claimed owed late fee and never left a message on my answer machine at all. I have been emailing them and leaving messages since Saturday no contact what so ever finally reach some one today and basically yelled gave excuses and completely rude said cost her bank fee from navy federal bank on debit card being decline and never called me. I said she busy and said she going to put through collections. I have unlimited tanning for 6 months at 84.99 a month I have not be able to tan since saturaday and no one would contact me at all. I've had to chase the district manager down besides being completely rude and very helpful or even compromising due to her incompetence.Desired Settlement: I want my bill adjusted to amount I owe 84.99 plus tax is 93.00 and pro rated from saturaday august 6 due to her incompetence. If the debit card declined she should have called and left message I would have handled in professional fair way

Business

Response:

August 17, 2016In response to case number [redacted] the client signed a 6 month contract on March 14, 2016 for

monthly tanning ($84.99 plus 10% Federal excise tax). I have attached a copy of

our contract agreement to this email. If necessary we can provide the original signed contract. This contract is a recurring billing

agreement that drafts from the client’s credit card on the 5th of

every month. On August 5th 2016 the client’s credit card declined

for payment. It clearly states in the contract that there will be a $10.00

decline fee that is accrued through the EFT (Electronic Funds Transfer)

whenever the payment declines for any reason.

The Client was called on August 5th 2016 at 1:14 pm and a voicemail

concerning the client’s account was left on the phone number that the client provided

us with. This is a courtesy provided by

our staff but it is still the client’s responsibility to update their payment

information when it has changed.Upon speaking with the client she asked what number was called,

she was read back the number that she provided.

The client’s response was “I wasn’t home to get that message” But that

was the only number provided for her to be reached at. The client went on to

say she was angry because she had a $10.00 decline fee and that she was not

allowed to use our services until she paid the balance due on her account. We charge all of our clients on the 5th of every month it is their responsibility to provide us with the correct

payment information. If the payment is insufficient the client will be billed

the appropriate amount including all fees and will not be allowed to use our

services until their balance has been cleared. The client has since paid her balance on August 9th 2016, updated the payment information on her account, updated a new phone

number and is using our services.At this point we have provided sufficient evidence that we

have conducted business according to our contract policies in a professional

manner.