Spray La Vie

[redacted] 's membership is the ALL UV membership which is valid at ALL LocationsWe are remodeling one location in order to bring more spa services to the salonWe posted signs starting in the end of June that this location would be remodeling starting on July We also posted maps of locations nearby, with the closest being less than a few miles awayI have a screenshot attached with her membership stating it is valid at all locations, it ALSO shows the customer has been using the membership with the most recent usage being LAST NIGHTI have not received any phone calls or customer service emails from this customer in order to help herWe are offering weeks free of spa services in lieu of the remodelthis is not a lie, as several members have received these services

As a business we have gone above and beyond to offer the client store credit for her mistake of not cancellingWe are still upholding the offer to give store credit to the customerIt is not our fault that the customer did not cancelThe customer signed a recurring billing agreement Our system does not show any account changes ever made, nor do we have a hard copy on fileRegulations state we have to keep all hard copies on file for a minimum of two yearsWe do not have any copy in our filesThe account was never cancelled by the customer

Hi *** Do you have the cancellation form hard copy? It does show... you in our salon in February, but that was to tan. I have your tanning history attached. When cancelling all customers are required to do so in person. We have them sign a cancellation form, which our computer saves then prints out two copies. One for you to keep and one for us to keep on file for 2 years. I do not have a hard copy, and I do not have the computer acknowledging that this change was made. If you can provide that hard copy I am able to help with the refund. Without that, I am happy to offer you tanning credit, but can not offer a monetary refund. We do not have your card on file, and I have gone ahead and have cancelled you out as a guest with no information on file.

Hi, I apologize for the confusion, but per the membership form you signed, you needed to come in store to cancel by the 13th of any month, in order to not be charged again on the 16thi am happy to issue you tanning credit

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***Hello,Like I said in the emails I sent you and the complaint to Revdex.com, when I came in February, I requested to cancel and was told by your employee that they would cancel, and I also sent an email on your page, so unfortunately I have no copy of that email!I do not wish for any credit I want my money backPlease send a copy of the contract I signed, so I can forward to my attorney. Thank you

*** signed a membership agreement, in the agreement it is stated all cancellations must be made in personWe do not have any previous cancellations from this customerWe have cancelled the clients membershipWe are happy to offer month of tanning credit to be used at any of our storesPer
membership agreement no monetary refund can be given

As a business we have gone above and beyond to offer the client store credit for her mistake of not cancelling. We are still upholding the offer to give store credit to the customer. It is not our fault that the customer did not cancel. The customer signed a recurring billing agreement.  Our system does not show any account changes ever made, nor do we have a hard copy on file. Regulations state we have to keep all hard copies on file for a minimum of two years. We do not have any copy in our files. The account was never cancelled by the customer.

[redacted]'s membership is the ALL UV membership which is valid at ALL Locations. We are remodeling one location in order to bring more spa services to the salon. We posted signs starting in the end of June that this location would be remodeling starting on July 5. We also posted 2 maps of locations...

nearby, with the closest being less than a few miles away. I have a screenshot attached with her membership stating it is valid at all locations, it ALSO shows the customer has been using the membership with the most recent usage being LAST NIGHT. I have not received any phone calls or customer service emails from this customer in order to help her. We are offering 2 weeks free of spa services in lieu of the remodel. this is not a lie, as several members have received these services.

We received an email from the customer and responded immediately.I asked customer to produce the hard copy since we did not have one on file, and our system did not show any changes made. With that copy, I would be able to give the customer a refund. The customer was unable to provide document.On...

our records it did not show any account change made to the account. In attached document. in the yellow highlighted box it shows no account changes were made until we (Spray La Vie) made the cancellation for the client.Our system requires all account changes to be made in person. The customer signs the confirmation signature pad on the machine. This records the change in the computer. Then the sales associate prints two hard copies. One for the customer to keep and one we file for 2 years. Unfortunately we do not have any account change made in the system, nor do we have a hard copy on file.The original cancellation was never made. Per membership agreement which is also attached, it states all cancellations must be made with written notice. That is our requirement of signatures on the cancellation confirmation made on the machine. We do not have any history of this happening.I have offered store credit to the customer in lieu of a refund. The customer signed a membership agreement and then used facilities for multiple sessions. Store credit equal to the amount the customer is requested to be refunded is more than generous due to the customer not withholding their portion of the membership agreement.Store credit is still an option for the customer. No refund will be given.

Complaint: [redacted]
I am rejecting this response because: this business is lying. I absolutely did cancel my membership, in person, before the January 2017 billing cycle. Please see my responses to the company's defense below. Also attached is the entire email correspondence through yesterday 1/2/18. Spray La Vie's whole argument is that they don't have record of the cancellation paperwork, which I think is a convenient way to avoid processing cancellations and continuing to charge customers.  We received an email from the customer and responded immediately.  [They responded in 3 days] I asked customer to produce the hard copy since we did not have one on file, and our system did not show any changes made. With that copy, I would be able to give the customer a refund. The customer was unable to provide document. [I don’t remember getting one, and if I did, it’s long gone. It does not make sense that the burden of responsibility should be on the customer to produce this document. They are denying any possibility that there could have been an error on their end in processing the cancellation. As you can see in the email dated 12/19/17 at 11:59am, I asked them if they would work with me in finding an alternative way to prove I did cancel, because now it’s my word against theirs, which is unfortunate. They didn’t even acknowledge my proposal to find another way to prove cancellation.] On our records it did not show any account change made to the account. In attached document. in the yellow highlighted box it shows no account changes were made until we (Spray La Vie) made the cancellation for the client. [Exactly, but this was an error on their part. The cancellation should have been processed since I followed their procedure, but they refuse to make right on their error.] Our system requires all account changes to be made in person. The customer signs the confirmation signature pad on the machine. This records the change in the computer. Then the sales associate prints two hard copies. One for the customer to keep and one we file for 2 years. Unfortunately we do not have any account change made in the system, nor do we have a hard copy on file. [Again, I did cancel in person. Not having the paperwork certainly does not prove I did not cancel, which is why I suggested looking into other ways (security tapes, etc.), but they did not respond to that point. Also, when I went into the store to speak with the employee on 12/14/17, she said that they had switched over their credit card machine, and that she had noticed some errors in processing cancellations, specifically when [redacted] became Spray La Vie.] The original cancellation was never made.  [The cancellation was made by the customer (me) but never processed on their end.] Per membership agreement which is also attached, it states all cancellations must be made with written notice. That is our requirement of signatures on the cancellation confirmation made on the machine. We do not have any history of this happening. [The cancellation was made in person, I did my part. They did not do theirs in actually processing.] I have offered store credit to the customer in lieu of a refund. The customer signed a membership agreement and then used facilities for multiple sessions. Store credit equal to the amount the customer is requested to be refunded is more than generous due to the customer not withholding their portion of the membership agreement. [Per my activity summary, which the store can provide, I did not return to tan after Jan 1, 2017, with the exception of one spray tan in 09/17, which the store rep confirmed would not re-open my membership. I did not use the facility for multiple sessions in the timeframe in question (Jan 2017 through Dec 2017). Furthermore, even after my 12/14/17 cancellation (paperwork attached) they still charged my card on 12/16/17. This proves that their cancellation process is flawed, and that errors do happen, and I know the same thing happened when I followed this process back in Jan 2017.] Store credit is still an option for the customer. No refund will be given.
Sincerely,
[redacted]

Hi, I apologize for the confusion, but per the membership form you signed, you needed to come in store to cancel by the 13th of any month, in order to not be charged again on the 16th. I am happy to issue you tanning credit.

Hi [redacted] Do you have the cancellation form hard copy? It does show...

you in our salon in February, but that was to tan. I have your tanning history attached. When cancelling all customers are required to do so in person. We have them sign a cancellation form, which our computer saves then prints out two copies. One for you to keep and one for us to keep on file for 2 years. I do not have a hard copy, and I do not have the computer acknowledging that this change was made. If you can provide that hard copy I am able to help with the refund. Without that, I am happy to offer you tanning credit, but can not offer a monetary refund. We do not have your card on file, and I have gone ahead and have cancelled you out as a guest with no information on file.