Sun Tan City

I have received the complaint from Mr. [redacted] regarding his membership, purchase with Sun Tan City. On March 15th, 2016 Mr. [redacted] purchased a twelve month open-ended agreement that allowed them once a day tanning services at our Frederica location for $34.99 per month plus tax. Per the membership...

agreement that was signed in the salon by Mr. [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. As of May 4th, 2016 Mr. [redacted]’s membership with Sun Tan City was terminated. Per the document that we have on file for Mr. [redacted], April was her first required payment. In order to process a refund request for Mr. [redacted]’s membership, we would need a proof of relocation to where there is no Sun Tan City within a 30 mile radius. Loyal customers are the key to any company’s success so it is my hope that Mr. [redacted] will continue to utilize our services. I have appropriately noted Mr. [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 Mrs. [redacted] regarding her membership, purchase with Sun Tan City.
 
On May 13th, 2015 Mrs. [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services at our Henderson location for $79.99 per month plus tax. Per...

the membership agreement that was signed in the salon by Mrs. [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 June 16th, 2015 Mrs. [redacted]’s membership with Sun Tan City was terminated. We have issued Mrs. [redacted] a glow card since we do not refund for unused services. Glow Cards can be used at any Sun Tan City location and spends the same as cash.
 
Loyal customers are the key to any company’s success so it is my hope that Mrs. [redacted] will continue to utilize our services. I have appropriately noted Mrs. [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 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. Please respond here ONLY]I am pregnant and I did not sign any type of paperwork with Sun Tan City. As stated above in my original complaint I am 5 weeks pregnant and cannot tan any longer. You should speak with your staff as they should not tell their customers they do not automatically bill their customers without approval. You really do not seem to care about your customers as you are okay with them tanning while pregnant ans refusing a refund. 
Regards,
[redacted]

I have received the complaint from Ms. [redacted]’s regarding her membership, purchase with Sun Tan City. On July 13th, 2015 Ms. [redacted]’s purchased a month to month open-ended agreement that allowed them once a day tanning services atour Beckley location for $79.99 per month plus tax. Per the...

membership agreement that was signed in the salon by Ms. [redacted]’s, 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 September 15th, 2015 Ms. [redacted]’s membership with Sun Tan City was terminated. We have issued Ms. [redacted] a refund, back to thecredit card on file.Loyal customers are the key to any company’s success so it is my hope that Ms. [redacted]’s will continue to utilize our services. I haveappropriately noted Ms. [redacted]’s 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 membership purchase with Sun Tan City. 
On January 26th, 2014 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 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. Ms. [redacted]’s membership agreement was not signed on the date that she was signed up. 
The automatic payments for Ms. [redacted]’s monthly membership processed and was approved for eleven months at $43.99. On March 24th, 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 payment. On this same day Ms. [redacted]’s membership was terminated to avoid any further monthly membership payments and a refund was submitted in the amount of $483.89 for the payment that processed for the eleven months. The refund was approved and submitted back to the client’s credit card on April 14th, 2015. The clients will not see any further payments processing from 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 to ensure they are addressed.

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.I do not accept this response because I never received my refund to my credit card . Regards,[redacted]

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City.   The bank statement that we have from Ms. [redacted] shows a rejected NSF FEE- Item Returned. Which means Ms. [redacted]’s bank charged her a late charge, since her original payment was not able to process through. This is not something we refund for, since this was not a fault on 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] 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 refund request from Sun Tan city. On August 17th, 2013 Ms. [redacted] purchased a month to month open-ended agreement that allowed her once a day tanning services for $19.99 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 July 7th, 2014 Ms. [redacted] contacted the Customer Service Department for Sun Tan City wishing to cancel her membership. The representative Ms. [redacted] spoke with processed the cancellation and provided a confirmation number. At that time Ms. [redacted] stated that she would like to see if she could be refunded for the upgrade points she had purchased. A refund request was submitted for the upgrades totaling $52.65. Ms. [redacted] then asked if she could be refunded for the monthly payment of $23.39 that processed on July 1st, 2014. It was explained to Ms. [redacted], at that time, that per her membership agreement Sun Tan City does not refund for unused services and we would submit a request for the refund to be reviewed by management. As of July 8th, 2014 or records indicate that Ms. [redacted] was refunded in the amount of $52.65 for the upgrades she had purchased previously for her account. This refund was successfully processed back to the debit or credit card number that Ms. [redacted] provided during the phone conversation on July 7th, 2014. Since Ms. [redacted] was unable to be refunded for the July’s membership payment, as of October 23rd, 2014 a Glow Card has been submitted in the amount of $23.39. Glow Cards work the same as gift cards and can be used for product, services, or gifts at any Sun Tan City location at Ms. [redacted]’s convenience as Glow Cards do not have an expiration date. In addition, this glow card will be emailed to Ms. [redacted] 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. Best Regards, [redacted] Director of Client Services

I have received the complaint from Ms. [redacted] her membership purchase with Sun Tan City.   On March 29th, 2017 Ms. [redacted] purchased a six month open-ended agreement that allowed her once a day tanning services at our Hixson location for $18.88 per month plus tax. Per the membership...

agreement that was signed in the salon by Ms. [redacted], this Sun Tan City membership required at least six automatic payment before the client is able to cancel the membership and there are no refunds for unused services.   As of April 6th, 2017 Sun Tan City has agreed to cancel Ms. [redacted]’s membership with us to avoid any further charged to her provided account. In addition, Sun Tan City has also applied three courtesy Instant sessions to her account for her 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 in the future. I have appropriately noted Ms. [redacted]’s concerns and have forwarded them to the proper management team to ensure they are addressed. Tell us why here...

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.I have been told the same by zoomtan.this needs to be resolved and my money needs to be refunded.I authorize further action to be taken.
Regards,
[redacted]

At the beginning of Feb 2016, my GF wanted to take advantage of this special Sun Tan City (5016 Mudd Ln. Louisville, Ky. 40229) was offering. She tried to purchase the plan with cash but was told that she must retain a debit card on file but was assured multiple times that the card would never be charged. So I gave her my card. She was told to sign her name 2 times using an electronic signature pad. So she never saw what she was signing but the lady told her it was liability forms. She tanned Feb and half of March, paying cash along the way. She decided to stop tanning mid March. Ok...fast forward to October 2016. Reading thru my bank statement I noticed STC have made unauthorized debits from my account: March-39.95 April-39.95 August-79.95. WTF. I called and was told there was nothing they could do cuz my GF signed 12 month contract. She was never told thats what she was signing nor were we given any tangable proof of said signed contract when she left that day. So October 7th I officially "cancelled" her account and thought it was a lost cause. They had us by the short hairs. In black and white it looks like we signed a 12 month agreement even tho the sales associate was as dishonest as the business practices of this company. And if you thought all that was bad, HERE'S WHERE ST GETS SHADY! January 2017 I notice that STC stuck thier unwanted hands in my account again: Nov-39.95 Dec-39.95...OH HELL NO! I cancelled my account and refused to accept anything less than a full refund from day 1 even if I had to hunt down thier president. So, after 2 weeks of "pass the buck" they finally saw the shady ST that was happening to me and refunded all the unauthorized debits and gave me store credit for the rest of the "12 month agreement" that was unused. I used the store credit to buy a gift card in which I turned that into cash by selling it for half its value. it was worth it and ill never step foot in that place again

Review: I purchased a membership for a year of tanning. I then moved with work temporarily and when I returned I called to see how much time I had left, the rep was very helpful and offered to extend it since I didn't get to used it. In May 2014 I found out I was pregnant and had to stop tanning and I was offered a refund. I never received it so I contacted the company via chat service and they are now denying the refund. I am very unhappy because I haven't been able to take advantage I what I purchased because of my job and now pregnancy. I would like to be a customer in the future but they aren't willing to help me now.Desired Settlement: Refund for what I purchased since I was told I would receive this before.

Review: Sun Tan City took $179.91 out of my checking account for services not used because I was unaware they were taking this money. When I called I spoke with [redacted] who said I would be mailed a Glow Card for that amount in 7 to 10 days on April 18th of this year. After not receiving this as promised I called today, May 15, 2015 and spoke with [redacted] was not able to garuntee me this would be taken care of and there was no supervisor available. I requested she make specific detailed notes regarding this call and she assured she would. Upon calling back and speaking with [redacted] I found there were no notes and [redacted] stated she spoke personally with [redacted] and she informed her she didn't put notes because I was supposed to call back. My complaint is they do shady business to recruit sales and then continue to give me the run around after this was to be resolved.Desired Settlement: For this to be resolved immediately with my Glow Card sent out to me without further delays and the phone staff, especially [redacted], receive approoriate training.

Review: I, [redacted], came over on March 24th to get 1 month of tanning. The person, by the name [redacted], said I cannot get 1 month from 24th of March to 24th of April, but I can pay for part of March,and I ll be billed for full month of April on 04/01/14. She gave me piece of paper to sign, and SPECIFICALLY told me THAT I WILL ONLY BE CHARGED FOR APRIL on April 1st, and I DO NOT NEED to call and cancel or do anything. SHE SAID: IT IS JUST FOR ONE MONTH. My mistake I did not read agreement carefully, but I WAS NOT GIVEN any COPIES of this document either.I, checked my credit card statement on May 22nd, and noticed that I was charged on May 1st again. I called Sun Tan City customer service requesting refund, person by the name [redacted], told me that I signed the agreement and the refund cannot be issued. I explained her the situation that I was not aware, and I was not planning to use their service longer than a month, and told her that she can check I did not use the service either. She told me that she can extend my membership,I told her that I need to cancel.She said OK,but she didnt give me any confirmation number. I was pretty sure this membership was cancelled, until I took a look at my account on June 3rd, and noticed that I was charged again!!Right away I went to the Sun Tan City salon, and requested the agreement I signed. I was ONLY given general paper to take a look(not signed agreement by me). Here exactly Ive read that I MUST cancel membership in order to not be billed.Still I could not get the contract I signed. I asked why the person who signed me up to this didnt tell me I must cancel.The person (store manager) told me that she is sorry, and that person who signed me up, does not work there, she works somewhere in Virginia.I called their customer service also on June 3rd, person by the name [redacted], gave me cancellation number.On Sun Tan City website this kind of membership says: 1 month membership, no commitment.That fact that I did not get any agreement paperwork as wellDesired Settlement: Full refund of two months membership which is $90.70 times 2, $181.40

Consumer

Response:

Dear

Thank you very much for helping me to resolve this issue.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as long as the refund is issued.

Regards,