Sun Tan City

In reference to ID #[redacted]: We sincerely apologize that your daughter's membership did not get canceled properly. I have approved a refund of $21.99/month for July-November. The grand total of the refund is $101.15. The refund should post to your daughter's account within 7-10 business days....

I have also confirmed that her membership is canceled and no future charges will occur. Again, we are very sorry for the inconvenience.

I have received the complaint from Ms. [redacted] regarding her membership with Sun Tan City. On January 27th, [redacted] Ms. [redacted] purchased a six month open-ended membership agreement that allowed her once a day tanning services at our [redacted] location for $69.99 per month plus tax. Per the membership...

agreement that was signed in the salon by Ms. [redacted], all Sun Tan City membership require all of the six full automatic payments before the client is able to cancel the membership and there are no refunds for unused services. Since Ms. [redacted] purchased her membership in January and paid a prorated amount to tan for the remaining days of that month, her last full required payment processed on July 1st, [redacted]. Since Sun Tan City does not refund for unused services, as agreed upon in the membership agreement, Sun Tan City has issued Ms. [redacted] a Glow Card for the unused month of August. This Glow Card works just like a gift card and can be used for anything at any Sun Tan City location. The Glow Card will be sent to Ms. [redacted] via email to the email address provided on her Sun Tan City account. In addition, Sun Tan City expects all employees to remain professional at all times. Ms. [redacted]’ concerns regarding the salon employee will be addressed by the proper management team in her area. 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]’ concerns and have forwarded them to the proper management team to ensure they are addressed. [redacted]

I have received the complaint from Ms. [redacted] regarding charges she is receiving from Sun Tan City.   After researching the last four of the card number Ms. [redacted] provided to Sun Tan City via email, it was determined that Ms. [redacted]’s card is also linked to a [redacted]’s account to which the...

same mailing address matches Ms. [redacted]’s.   Since the membership on [redacted]’s account is an active membership, the monthly payment totaling $10.99 processes on the first of every month to the billing information provided to Sun Tan City.   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.

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.
Unfortunately, I do not recall the exact date, as that was over 1.5 years ago.  However, it would have been toward the end of the month when I purchased services as I was instructed that "as long as I called and cancelled my membership prior to the months end, I would not be charged for any additional months."  
Regards,
[redacted]

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City.On June 1st, 2015 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our College Park location for $79.99 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. As of December 1st, 2015 Ms. [redacted]’s membership with Sun Tan City was terminated. We have issued Ms. [redacted] a half and half refund. $210.75 via check that was sent out on the 4th of December, and $210.75 via glow card.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] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely, [redacted]Director of Client Services

We have read and reviewed the complaint made by [redacted] regarding her membership with Sun Tan City.When we reached out to [redacted] it was explained that she was previously set up on our Sunless Roll Over Membership and due to the card on file being expired and unable to auto draft the monthly...

payment, it terminated the membership in our system. Therefore, when she revisited the salon on 3/31/17 for services the salon manager explained that she would need to be set back up on a membership to use the visits on her account. [redacted] then explained she did not want a membership with auto payments so the salon manager suggested setting her up on our Birthday Bash membership since it was a one time payment so she would have access to the six spray tans that was on her account. It was also explained that with the purchase of the Birthday Bash membership [redacted] would receive a free sunless visit and 30 upgrade points which she could use for additional sunless visits if she wished. [redacted] stated that she understood her account now and thanked us for reaching out to her. It is our hope that this resolved all of [redacted]'s issues and she continues using Sun Tan City in the future.

We have reviewed [redacted] complaint in regards to her visit in the salon as well with our customer service. We apologize for any inconvenience this has caused her and we have emailed her concerns over to the proper management. Our Flex memberships $84.99 plus tax, gives full unlimited access...

each month for the instant membership. Our clients get billed on the first of each month. When our clients join, you only pay for the remainder of the month, since the payment for the next month deducts on the first. Our long term commitment for $64.99 plus tax, works the same way except a 12 month contract. Loyal customers are key to any company’s success so it is my hope that [redacted] will continue to utilize our services. I have appropriately noted [redacted] concerns and have forward them over to the proper management team to ensure they are reviewed. .

We have reviewed Ms. [redacted]s response to this issue and reviewed her account as well.If Ms. [redacted]s credit/debit card information was manually inserted into our system, it is possible that a mistake was made. However, when Sun Tan City attempted to process her monthly payment on the 1st of the month, the payment was rejected. Therefore, at that time we would require Ms. [redacted] to make her payment either in the salon, by phone, or online and update her credit/debit card information.Since the month of August payment was not received and that month has passed, Sun Tan City would be willing to have Ms. [redacted] pay for the current month of tanning, update her card information and we can reinstate her monthly membership.We hope that this option is an option Ms. [redacted] deems acceptable to resolve her issue.

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]

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]s
 
 
 I do not accept nor agree with the the business settlement on this matter. In regards to the automatic charge, this was done on June 1st for the month of June. We purchased this service on the 15th of April, and told the sales person that we were only going to use it until May 1st when we went on our Cruise. If the company can afford to give a Service settlement of $83 to be used at their Business, they can afford to refund the amount for unused services.  This is more of a punishment for not continuing to use their service than a settlement for withdrawing funds from our account knowing that we would be out of town and probably not notice it.

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 not received any type of gift card.

We have reviewed the response from Ms. [redacted] regarding her account with Sun Tan City.
Upon further review, a refund request was submitted for Ms. [redacted] for the other half of her unused services. This refund will go through a process of review and if at any time Ms. [redacted] would like to check the status of her refund she is welcome to do so.
We hope that is fully resolves Ms. [redacted]'s issue and if we can be of any further assistance, please let us know.

We have read and received the complaint from [redacted] regarding her transaction amount from Sun Tan City.We have reviewed [redacted] account and it appears as though Sun Tan City refunded [redacted] in the amount of $84.00 on April 1st, 2017.It is our hope that this resolves [redacted]...

[redacted] issues and she wishes to utilize services with us again in the future.

I have received the complaint from Ms. [redacted] regarding her membership purchase with Sun Tan City. 
On January 07, 2015 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 $24.99 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, 2015 the automatic payment for Ms. [redacted]‘s monthly membership processed and was approved. We do not show from our records that Ms. [redacted] contacted the Customer Service Department by phone or by live chat. Since 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 February. This Glow Card works just like a gift card and can be used for anything at any Sun Tan City location. The 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 services. I 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 his membership, purchase with Sun Tan City. On February 6th, 2016 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Smyrna location for $39.99 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. As of July 31st, 2016 Ms. [redacted]’s membership with Sun Tan City was frozen. Sun Tan City does charge non-sufficient funds. If Ms. [redacted] see’s any other charges besides the $5.00 freeze charge, she needs to contact her bank in regards to those charges. 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] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely,  [redacted] Director of Client Services

I have received the complaint from Ms. [redacted] regarding her account with Sun Tan City. On April 30th, 2014 Ms. [redacted] received 30 free upgrades with the purchased of her membership. Upgrades are used just like points to use higher levels of equipment rather than paying out of pocket to do so....

Upgrades are mainly intended to be used during the week as the upgrade packages are not set to recognize weekends or promotional periods. After reviewing Ms. [redacted]s upgrade history it was discovered that there was one date the upgrades deducted in the incorrect amount. This has been adjusted for Ms. [redacted] leaving her a total of 10 upgrade points to use on that particular package. In addition, Sun Tan City did offer a promotion in the month of June that provided clients the opportunity to upgrade to the next level of equipment for $1. As stated above, upgrades are not set to recognize a promotional offer and the amount of upgrades used at a given time are unable to be adjusted. For any confusion regarding this issue, Sun Tan City has placed a free upgraded visit on Ms. [redacted]’s account that she is able to use 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, 2013 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 $39.99 per month plus tax. Per...

the membership agreement that was signed in the salon by Ms. [redacted], there are no refunds for unused months. Accounts may be frozen in order to avoid full payments after your first automatic payment.
On September 1st, 2014 the automatic payment for Ms. [redacted] monthly membership processed and was approved. On that same day, Ms. [redacted] was charged for another payment of 43.99 on a different credit card. Ms. [redacted] provided the Customer Service Department for Sun Tan City a bank statement showing that she was double charged on September, 30th 2014. It was not until October 3rd 2014 that it was discovered that Ms. [redacted]s card was on file for someone else’s account. On that same day there was a total amount of $122.00 worth of visits placed Ms. [redacted]s account for compensation. There was also a refund request submitted for two months of $43.99 totaling the refund to be $87.98 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, 2014 at 12:05 PM. On October 10th, 2014 at 10:05 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 2014. Ms. [redacted]’s also received a refund for 10/07/2014 for the amount that she was charged again. Again, on October 18th at 11:39 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 $59.99 plus tax. It 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 management. Ms. [redacted]’s spoke with the District Manager of her local stores location on October 21st, 2014 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 services. I have appropriately noted Ms. [redacted]’s concerns and have forwarded them to the proper management team to ensure they are addressed.

We have reviewed the response from Ms. [redacted] regarding her account with Sun Tan City.Sun Tan City has agreed to refund Ms. [redacted] for her January's payment and the NSF charge she has accrued in hopes of resolving Ms. [redacted]'s issue. It is suggested that Ms. [redacted] update her billing information on her next visit to the salon or anytime prior to February's payment processing to ensure the billing information provided is correct as Sun Tan City will process payments only from the information provided to us  by the client. It is our hope that this resolves Ms. [redacted]'s issue and she continues to utilize our services.

November 9th, 2016 Revdex.com [redacted] I have received the complaint from Ms. [redacted] regarding her membership, purchase with Sun Tan City. On January 16th, 2016 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our...

Poplar Level location for $43.99 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. As of February 2nd, 2016 Ms. [redacted]’s membership with Sun Tan City was cancelled. Per the document that we have on file for Mr. [redacted], February was his first required payment. Ms. [redacted] has also tanned in the month of February as well. 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] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely, [redacted] Director of Client Services

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City. On June 15th, 2014 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Radcliff location for $79.99 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. As of August 14th, 2014 Ms. [redacted] filed a charge back, and disputed the charges for her monthly membership. This resulted in having to place the amount she disputed onto her Sun Tan City account. If Ms. [redacted] can provide proof that the charge back was dropped, we would be more than happy to remove her balance due. 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] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely, [redacted] Director of Client Services