Sun Tan City

I have received the complaint from Ms [redacted] regarding her membership with Sun Tan City On December 12th, Ms [redacted] purchased a month, month to month open-ended agreement that allowed her once a day tanning services at any of our Sun Tan City locations for $a month Per the membership agreement that was signed in the salon by Ms [redacted] , all Sun Tan City memberships require at least twelve automatic payment before the client is able to cancel the membership and there are no refunds for unused services On April 10th, Ms [redacted] ’s monthly membership was cancelled out as a courtesy by the District Manager of the locationTherefore, Ms [redacted] will no longer see any further payments processing from her account for this membership Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

I have received the complaint from Ms [redacted] regarding her visit purchase with Sun Tan City On April 30th, Ms [redacted] visited our Springhurst location and purchased a single tanning session totaling $Our records indicate this visit was not utilized by Ms*** As of May 7th, a refund request for Ms***’s purchase in the amount of $was submitted for her Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan City On March 26th, Ms [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at our Greeneville location for $per month plus taxPer the membership agreement that was signed in the salon by Ms [redacted] , all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused services On April 4th, Ms [redacted] contacted the Client Services Department for Sun Tan City to inquire as to why she was billed for her membershipIt was explained at this time that Ms [redacted] had purchased an open-ended membership agreement and productAt this time Ma [redacted] requested for her membership to be cancelled and a refund for her required paymentIt was explained at this time that per her membership agreement Sun Tan City does not refund for unused services and a Glow Card was offered to Ms [redacted] Ms [redacted] declined this offer and disconnected the callThe representative she was speaking with cancelled Ms [redacted] ’s membership to avoid any further payments from processing As of May 7th, a refund request for Ms [redacted] ’s membership payment in the amount of $was submitted for her Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

Initial Business Response / [redacted] (1000, 14, 2015/12/29) */ After reviewing the recordings of the calls [redacted] and her mother made to our corporate client service department (these recordings are available upon request) it is clear while the client did not fully understand the nature of the membership, it is also clear our client service department failed to clarify or resolve the situation and only managed to confuse the client even furtherThe department then forwarded the client's name and number to our District Manager without noting the urgency of the complaint***'s membership was cancelled by our District Manager as requested as this is standard policy in this type of situation [redacted] was not charged the December membership fee which we believe was the resolution she was seeking Our attempts to contact [redacted] to provide any other help or resolution have been disconnected or not returnedSince we do not wish a repeat of this kind of misunderstanding, we have arranged with our corporate client service department to have these types of client calls forwarded directly to our stores starting in January Please let me know if you need further information, Sincerely, Wendy [redacted] Franchise Owner [redacted] Mankato, MN o: [redacted] c: [redacted] f: [redacted] wendy.***@suntancity.com

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan CityOn March 20th, Ms [redacted] purchased a month open-ended agreement that allowed her once a day tanning services at our Beckley location for $per month plus taxPer the membership agreement that was signed in the salon by Ms [redacted] , this membership required at least automatic payments before the client is able to cancel or freeze the membership and there are no refunds for unused servicesOn September 28th, Ms [redacted] contacted the Customer Service Department for Sun Tan City to inquire on freezing her monthly membershipIt was suggested to Ms [redacted] at this time to set up her online account so she would be able to manage all of her account needs online and at her convenienceMs [redacted] then chatted with a representative from the Customer Service Department of Sun Tan City and it was explained to Ms [redacted] at that time she was still within her month agreement and unable to make changes to her account until the 12th full automatic payment has been completedAs of October 7th, Ms [redacted] ’s membership with Sun Tan City has been frozenBy freezing the membership, the monthly payment is reduced to $per month until Ms [redacted] wishes to reactivate the membershipUpon reactivation, Ms [redacted] will receive the $payments back as an in store credit and will be required to complete her membership agreement at that timeLoyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressedRegards, [redacted] Director of Client Services

Revdex.com: I have reviewed the 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 belowRegards, [redacted] I have not received any type of gift card

I have received the additional response from Ms [redacted] regarding her Glow Card request Our records indicate Ms [redacted] received her Glow Card in the amount of $on March 27th, to the email address listed on her Sun Tan City account To date, if Ms [redacted] has not been able to locate her Glow Card in her email we would advise her to contact our Client Services Department at to have this resent to an updated email addressIt is our hope that we have fully resolved Ms [redacted] 's issue

I have received the complaint from Ms [redacted] regarding her membership with Sun Tan CityOn September 23rd, Ms [redacted] purchased a six month membership agreement that provided her with once a day tanning access totaling $per monthPer the membership agreement, Ms [redacted] agreed to make six full automatic payments prior to cancelling or freezing her membershipOn August 22nd, Ms [redacted] froze her Club Sun Membership with Sun Tan City for $per month cost to do soOn July 2nd, Ms [redacted] contacted the Customer Service Department for Sun Tan City stating her membership should have been cancelled and she was charged for the month of JulyAt this time, Sun Tan City did not show an approved payment that has processed for Ms [redacted] so a copy of her bank statement showing an approved payment for the month of July was requestedMs [redacted] continued to contact the Customer Service Department for Sun Tan City through the month of July to check the status of her refund until on July 8th, it was explained to Ms [redacted] we had not received a copy of her bank statement showing an approved payment for that monthAt this time Ms [redacted] provided us the required documentation to submit her refund requestAs of July 11th, Ms [redacted] received a refund totaling the amount of $and her membership was cancelled to ensure no further payments processedLoyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately notes Ms***’s concerns and have forwarded them to the proper management team to ensure they are addressedRegards, [redacted] Director of Client Services

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan City On December 26th, Ms [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at our Brewer location for $per month plus taxPer the membership agreement that was signed in the salon by Ms [redacted] , all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused services On May 1th, the automatic payment for Ms [redacted] ’s monthly membership processed and was approvedOn that day, Ms [redacted] contacted the Customer Service Department inquiring why she was billed for her monthly membership and stated she would like a refund for the paymentOn this same day Ms [redacted] ’s membership was terminated to avoid any further monthly membership paymentsA glow card was submitted in the amount of $for the payment’s that processed since February 1st, The Glow Card works just like a gift card and can be spent just like cash at any Sun Tan City location Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan City On January 07, Ms [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at any of our Sun Tan City locations for $per month plus tax Per the membership agreement that was signed in the salon by Ms [redacted] , all Sun Tan City memberships require at least one automatic payment before the client is able to cancel or freeze their membership and there are no refunds for unused services On February 1st, the automatic payment for Ms [redacted] ‘s monthly membership processed and was approvedWe do not show from our records that Ms [redacted] contacted the Customer Service Department by phone or by live chatSince Sun Tan City does not refund for unused services, as agreed upon in the membership agreement, Sun Tan City can issue a Glow Card for the unused month of FebruaryThis Glow Card works just like a gift card and can be used for anything at any Sun Tan City locationThe Glow Card will be sent to Ms [redacted] via email to the email address provided on her Sun Tan City account Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

I signed up for one month of tanning at Sun Tan City on [redacted] I was told I would be billed for one month of tanning and was charged a second month for tanning When I called, I was told that I would be refunded the entire amount of $ [redacted] by check and instead I received a check for half of the amount and an e-mail for a credit at their location I have called numerous times and they have told me that they would "pull" my conversation as it was recorded and still have not received a call back They were initially called the first week of [redacted] and I have given them ample time to correct this and haven't received any phone calls back I have made four calls to their office and receive the same response that the manager will call me back within a week and still have not received a response Product_Or_Service: tanning Account_Number: none

Revdex.com: I have reviewed the 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 Regards, [redacted]

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan City On March 23rd, Ms [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at our Franklin South location for $per month plus taxPer the membership agreement that was signed in the salon by Ms***, all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused services On May 1st, the automatic payment for Ms***’s monthly membership processed and was approvedOn that day, Ms [redacted] contacted the Customer Service Department inquiring why she was billed for her monthly membership and stated she would like a refund for the paymentOn this same day Ms***’s membership was terminated to avoid any further monthly membership payments and a refund was submitted in the amount of $for the payment that processed on May 1st, Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms***’s concerns and have forwarded them to the proper management team to ensure they are addressed

On May 30th, Mr [redacted] purchased a month to month open-ended agreement that allowed him once a day tanning services at any of our Sun Tan City locations for $per month plus taxOn June 24th, Ms***, who is now Mr***’s wife, purchased a month to month open-ended agreement that allowed her once a day tanning services at any of our Sun Tan City locations for $per month plus taxPer the membership agreements that were signed in the salon by both Mr [redacted] and Ms***, all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused servicesOn August 1, Mr [redacted] and Ms [redacted] both requested a refund for the amounts they were charge on August 1, for their memberships with Sun Tan CityMr***’s refund request totaled $and Ms***’s refund request totaled $These refund request were originally denied due lack of documentation needed for a refund that is requested for unused servicesSun Tan City values all clients and wishes to dissolve as many client issues as possibleTherefore, as of October 13th, refund request for August payment amounts have been submitted for both accountsLoyal customers are the key to any company’s success so it is my hope that Mr [redacted] and Mrs [redacted] will continue to utilize our servicesI have appropriately noted Mr***’s concerns and have forwarded them to the proper management team to ensure they are addressedRegards, [redacted] Director of Client Services

I have received the complaint from Ms [redacted] regarding her membership with Sun Tan CityOn November 14th, Ms [redacted] purchased her most recent membership with Sun Tan CityOn that date Ms [redacted] signed a membership agreement that states Sun Tan City reserves the right to cancel or make changes to the membership at any timeOn December 21st, Ms [redacted] contacted the Customer Service Department for Sun Tan CityDuring this call Ms [redacted] used inappropriate language towards employees and seemed upset so her call was transferred to a member of ManagementDuring this time Ms [redacted] continued to use inappropriate language towards employees and eventually provided the needed information so we could assist herOn December 22nd, Ms [redacted] ’s account was reviewed and it was discovered Ms [redacted] has caused several disruptions in our salons, made unneeded comments to other clients while in the salon, and spoken poorly to salon and corporate staff despite Sun Tan City’s effort to help resolve any issue Ms [redacted] may have had while at the salon locationAt that time the decision was made to close Ms [redacted] ’s membership with Sun Tan City and advise her to seek a new tanning providerOn December 30th, Ms [redacted] spoke with the District Manager for the location in which she tanned regarding her accountAt that time it was explained to Ms [redacted] that her membership was terminatedAt that time Ms [redacted] requested a copy of her membership agreement which was emailed to her and the District Manager advised Ms [redacted] to contact [redacted] ***, Director of Loss Prevention, regarding her account being closedOn January 10th, Ms [redacted] was incorrectly set up with a new membership at Sun Tan CityIt was discovered that day that Ms [redacted] had purchased the membership so a member of management from our Corporate Offices contacted Ms [redacted] and explained that she had been banned from all Sun Tan City locations and voided the sale that has transpired earlier in the dayMs [redacted] contacted the Customer Services Department twice on January 12th, stating she was upset that her membership had been cancelled with Sun Tan CityDuring these calls Ms [redacted] was guided to contact [redacted] regarding her account with Sun Tan City and provided his contact informationMost recently, on February 10th, 2015, Ms [redacted] contacted the Client Services Department for Sun Tan City regarding her account and stating she has not been able to contact [redacted] ***At this time the representative apologized and provided Ms [redacted] with the proper steps she would need to take to contact [redacted] ***To date Sun Tan City has made every effort to accommodate Ms [redacted] and still stands firm on the decision that Ms [redacted] will need to seek a new tanning providerHer comments have been appropriately noted and forwarded to the proper management teamRegards, [redacted] Director of Client Services

I have received the complaint from Ms. [redacted] regarding her membership purchase with Sun Tan City. On October 2nd, 2014 Ms. [redacted] purchased a membership with Sun Tan City that provided her once a day tanning access to our Sunless equipment for the remainder of the 2014 calendar year. Ms.... [redacted] purchased this membership for a total of $149.00 and utilized the membership until October 7th, 2014. On October 7th, 2014 the salon in which Ms. [redacted] tanned at contacted the Customer Service Department for Sun Tan City and it was explained at that time that Ms. [redacted] states she was informed at the time of purchase her membership included both Sunless and UV tanning access and had now discovered that not all of these options were available to her. At that time, the Customer Service Representative informed the salon that we could upgrade Ms. [redacted] ’s membership to the Instant membership which would provide Ms. [redacted] daily access to Sunless or UV equipment or Ms. [redacted] could cancel her membership and would be refunded for what she had paid for the membership minus the services that were utilized. Ms. [redacted] upgraded her membership paying the difference in the two memberships of $50 to do so. Sun Tan City values all clients and can understand the concern Ms. [redacted] had with options provided to her. Therefore, Sun Tan City has issued Ms. [redacted] a [redacted] totaling the cost Ms. Lundebreak paid to upgrade her membership of $50.00. [redacted] ***s work just like gift cards and can be used at any Sun Tan City location for tanning services or merchandise at her convenience. Loyal customers are the key to any company’s success so it is my hope that Ms. [redacted] will continue to utilize our services. I have appropriately noted Ms. [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed. Regards, [redacted] Director of Client Services

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan City On August 09th, Ms [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at any of our Sun Tan City locations for $per month plus taxPer the membership agreement that was signed in the salon by Ms [redacted] , there are no refunds for unused monthsAccounts may be frozen in order to avoid full payments after your first automatic paymentOn September 1st, the automatic payment for Ms [redacted] monthly membership processed and was approvedOn that same day, Ms [redacted] was charged for another payment of on a different credit cardMs [redacted] provided the Customer Service Department for Sun Tan City a bank statement showing that she was double charged on September, 30th It was not until October 3rd that it was discovered that Ms [redacted] s card was on file for someone else’s accountOn that same day there was a total amount of $worth of visits placed Ms [redacted] s account for compensationThere was also a refund request submitted for two months of $totaling the refund to be $for the months that she was charged on the other clients account That refund was processed to Ms [redacted] s credit card on October 10th, at 12:PMOn October 10th, at 10:PM Ms [redacted] s contact the Customer Service Department for Sun Tan City again, during this phone call Ms [redacted] s received a free month on her current monthly membership so she would not be paying anything to tan in the month of November Ms [redacted] ’s also received a refund for 10/07/for the amount that she was charged againAgain, on October 18th at 11:PM Ms [redacted] s contact the Customer Service Department for Sun Tan City asking to receive two free months at the fastest level which is $plus taxIt was explained to Ms [redacted] that we cannot give her any further free services due to her already receiving two free months at her current level and her refund for two months, at this time Ms [redacted] ’s requested to speak to higher managementMs [redacted] ’s spoke with the District Manager of her local stores location on October 21st, were there where eight Instants visits placed on the account and a notification that we are no longer able to give any further free sessions to Ms [redacted] At this time Sun Tan City feels they have made every attempt possible to correct Ms [redacted] ’s issue and has ensured Ms [redacted] ’s has been refunded for any overcharges she endured Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

I have received the complaint from Ms [redacted] regarding her membership purchase with Sun Tan City On February 4th, Ms [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at our Sun Tan City locations for $per month plus tax Per the membership agreement that was signed in the salon by Ms [redacted] , all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused services On March 1st, the automatic payment for Ms [redacted] ’s monthly membership processed and was approvedOn March 4th, 2015, Ms [redacted] contacted the Customer Service Department inquiring why she was billed for her monthly membership and stated she would like a refund for the paymentOn this same day Ms [redacted] ’s membership was cancelled to avoid any further monthly membership paymentsSince Sun Tan City does not refund for unused services, as agreed upon in the membership agreement, Sun Tan City can issue a Glow Card for the unused month of MarchThis Glow Card works just like a gift card and can be used for anything at any Sun Tan City locationThe Glow Card will be sent to Ms [redacted] ’s via email to the email address provided on her Sun Tan City account Loyal customers are the key to any company’s success so it is my hope that Ms [redacted] ’s will continue to utilize our servicesI have appropriately noted Ms [redacted] ’s concerns and have forwarded them to the proper management team to ensure they are addressed

Good Afternoon, First of all, I want to apologize for any miscommunication on my staff behalfThis was actually at the Onalaska WI salon, not the Winona MN salonThe month to month membership that you were signed up for is the typical membership clients sign up for- month to month in your level is $plus tax/month vs the day of $You save the most money, so they are trying to get you the best deal possibleMy team will definitely work on their verbiage to prevent any miscommunication moving forwardI have terminated out your membership and no monthly payment will draw moving forwardPeople do make mistakes, are new at their job at some point, I hope you will give us another chance in the future to redeem ourselvesThank you for the opportunity to serve you and hope to see you again! Melissa [redacted] Sun Tan City-District Managermelissa[redacted] @suntancity.com