Sun Tan City

I have received the complaint from Ms*** regarding her membership with Sun Tan City.
On February 20th, Ms***’s membership with Sun Tan City was frozen per her request through the Client Services Department for Sun Tan CityWhen freezing a Club Sun Membership, the
client’s monthly payment is reduced to $per month rather than the full payment amountThis ensures the client the same membership rate upon returning to tan and guarantees they do not have to fulfil another membership agreement as wellOn February 03, Ms*** unfroze her current Club Sun Instant $(1) plus tax membershipMs*** paid $to unfreeze her account as a prorated amount to tan for the remaining days of the current monthOnce her account was unfrozen she received her $in freeze credits backAt that time the $in freeze credits were usedMs*** used the $in freeze credits to purchase two bottles of lotionMs*** purchased a bottle of BOT Blend Immaculate Beauty for $plus tax $equaling $21.40, BOT JOWOWW Natural Bronzer for $plus tax $equaling $So the full purchase costing $Ms*** used the whole freeze credit for her purchase as well as $from her personal credit or debit card to cover the restDue to Ms*** using the money, there would not be a refund for the freeze credits that she paid over the eleven months that her account was frozenLoyal customers are the key to any company’s success so it is my hope that Ms*** 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

I have received the complaint from Ms*** regarding her product purchase with Sun Tan CityOn August 18th, Ms*** purchased a teeth whitening kit from Sun Tan City totaling $On October 19th, Ms*** brought the product back to the salon where the purchase was made
seeking a refund for her purchase stating the product had not been usedSun Tan City abides by a sixty day return policy for any product and since the that time had lapsed, it was explained to Ms*** that Sun Tan City would not be able to accept the product back for a refundTo our understanding, at that time Ms*** kept the productOn October 28th, Ms*** was contacted by a representative from the Customer Service Department for Sun Tan City and it was explained that if Ms*** would like to return the un-opened product to the salon that we would submit a refund request for the product at that timeMs*** was fully satisfied with this resolution and stated she would return the product back to the salon so a refund could be submitted for her purchaseLoyal customers are the key to any company’s success so it is my hope that Ms*** 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 addressedRegards, *** *** Director of Client Services

I have received and reviewed the response from Ms*** regarding her refund request from Sun Tan CityAs of July 8th, or records indicate that Ms*** was refunded in the amount of $for the upgrades she has purchased previously for her accountThis refund was successfully processed back to the debit or credit card number that Ms*** provided during the phone conversation on July 7th, Since Ms*** signed her membership agreement stating she understood and agreed to the terms of her membership which state Sun Tan City does not refund for unused services and we provided Ms*** with the option of a Glow Card for her $membership payment, Ms*** states she would not be able to use the Glow Card and wished to still have this refunded back to herAs of October 31st, a refund request was submitted for Ms*** in the total of $This refunded will be credited back to Ms*** in form of a check to the address provided on her Sun Tan City accountIn addition, the Glow Card that was issued to Ms*** has been terminated and no longer available for useAgain, it is our hope that Ms*** will continue utilize our services in the future and I have appropriately noted Ms***’s concerns to ensure they are properly addressedRegards, *** *** Director of Client Services

From: Morgan E***">Date: Wed, Sep 9, at 1:PMSubject: Sun Taqn City: Complaint ID ***To: "***@myRevdex.com.org" Cc: *** ***
***,Thank you again for taking time to speak with me this afternoon as I understand how busy you are.*** *** filed a complaint (ID: ***) with the Revdex.com on August 17, for the disputed amount of $at our Sun Tan City Dickson City, PA locationAs the terms & policies she signed on 3/25/outline our open-ended agreement membership conditions, the client was to cancel her package by coming into any Sun Tan City or by calling our Client Services number before the next draw date (which is the 1st of every month) after her months were overWhen *** *** called Sun Tan City corporate client services for a refund on 8/17/15, the representative offered her the proper refund offer for someone who did not follow the terms & policies, which Dana mentioned in her complaintOur company did not go against policy, and *** *** was given a signed copy of the terms & policies she agreed to upon purchasing her membership on 3/25/She was able to request an additional copy of this signed document at any time if she wantedHowever, while our company was not liable, Sun Tan City went ahead and refunded *** *** the full refund request amount (for the months of May, June, July, and August 2015) as of 9/8/in order to stay on good terms with the client.Attached to this email is the Terms & Policies that *** *** signed on March 25, 2014.Thank you for your time,Morgan E***Sun Tan CityDistrict Managerc: ###-###-####

District Manager called *** *** after receiving complaint, and was finally able to get in touch with her a few days agoPrior to the Revdex.com complaint , we had not been aware that the client was upset with her service and wanting to cancel her tanning package before the
month commitment to payment agreement was completeThe client claimed to have called our *** *** location repeatedly with no response, but our salon phone number is an automated answering service that is directly connected to a customer service department at our corporate headquarters in *** *** The supervisor of the customer service call center at our corporate offices searched every call from this client's name, phone number and email and we only have record of one phone call (and zero emails)--as opposed to the several she had mentioned--with one of our representatives in ** who explained to the client that she could not break her membership agreement before the term agreements, and the client was not satisfiedOur salon does not have a public phone line, and our employees from this location did not speak with her over the phoneI explained to the client about our client services customer service phone line directing phone calls hours a day, days a week and that if she called a customer service representative would have answered the lineClient was still unsatisfied with her service by our employees, and I apologized to her for any bad experiences she may have had and reviewed our camera's security video footage to see if our employees had done anything to substantiate the claimsWe were not able to find anything in particular that could have caused her to feel this wayClient had only mentioned wanting the resolution to be cancelling her membership so she can tan at another salon several times throughout our phone callBecause I could not find any video footage and the client was so upset and wanting to cancel her membership, we did just that and waived all early termination fees and broke her membership agreement early so she would not be charged from this point forward for the $per month Faster Level membership plan that she signed up forWe apologized for her experience and tried our best to explain our franchise/corporate customer service system and that if she called/emailed we would absolutely have records of it and this was not a complaint we have ever had beforeWe made sure that her claims were heard and thoroughly reviewed to insure that this would not happen to future clientsClient was satisfied with our resolution at the end of our phone call

I have received the complaint from Ms*** regarding her membership purchased with Sun Tan CityOn June 15th, *** Ms*** purchased a month to month open-ended agreement that allowed her once a day tanning services at our *** 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 servicesOn July 24th, *** Ms*** contacted the Customer Service Department for Sun Tan City to inquiry about the payment that processed on her account from Sun Tan CityIt was explained at this time to Ms*** that per her signed membership agreement her membership required at least one full automatic payment prior to cancelling or freezing the membershipOur records indicate that Ms*** disconnected the call at this timeAs of July 30th, *** Sun Tan City has issued a Glow Card for Ms*** as a courtesy for her first required paymentA Glow Card works just like a gift card and can be used at Ms***’s convenience at any Sun Tan City locationLoyal customers are the key to any company’s success so it is my hope that Ms*** 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 addressedRegards, *** *** *** ** *** ***

I have received the complaint from Ms*** about her membership with Sun Tan CityOn April 4th, Ms*** purchased a six month agreement that allowed her once a day at any of our Sun Tan City locations for $with tax a monthPer the membership agreement that was signed in the
salon by Ms***, all Sun Tan City memberships are open-ended agreements with payments processing on the first of every monthIn addition all clients have the option to pre pay their full payment amount prior to the first of each month if they chooseIf or when a client has a credit on their account that is equal to or greater than their payment amount the credit will be applied towards their paymentIf the credit is less than the total payment amount the membership payment will process from the clients provided billing information on fileOn April 4th, 2014; Ms*** made a payment on her account that would have paid for her monthly membership in fullShe paid a total of $That amount would have carried her all the way through her six month membership that would have been eligible to cancel after October 1st, On November 5th, 2014; Ms*** contacted the Customer Service Department inquiring why she was billed for her monthly membership and stated she would like a refund for the paymentsIt was explained at that time the credit Ms*** had previously applied towards her account was used for an upgrade and product purchase so therefore the credit was no longer enough to cover her monthly membership paymentsAs of November 10th, a refund request for Ms***’s November monthly payment was approved totaling $Loyal customers are the key to any company’s success so it is my hope that Ms*** 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 addressedRegards, *** *** Director of Client Services

I have received the complaint from Ms*** regarding her experience with Sun Tan City and the promotional offer she attempted to claimOn July 26th, when Ms*** visited her local salon she was placed in our data base and asked to redeem the First Free Sunless visit promotional offerAt
that time it was explained that we only offered this promotion on certain days as outlined on the promotional coupon Ms*** stated she viewed on Sun Tan City’s websiteThe salon employee attempted to offer Ms*** the next best Sunless promotion available and Ms*** declinedOn July 31st, when Ms*** returned to the salon and attempted to redeem the First Free Sunless visit promotion for the second time it was explained that the promotion was not available on that dayThe salon employee offered Ms*** a courtesy Sunless visit for her inconvenience and Ms*** denied the offer of the free visit and exited the salonAs Ms*** has requested, her account has been deactivated to avoid her account from populating in searches in our systemIn addition, the days of redemption are listed on the coupon available for consumers to view prior to redeemingSun Tan City sincerely apologizes for any miscommunication or inconvenience this may have caused Ms***Loyal customers are the key to any company’s success so it is my hope that Ms*** 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 addressedRegards, *** *** Director of Client Services

I have received the complaint from Ms*** regarding her membership purchase with Sun Tan CityOn February 19th, 20** Ms*** purchased a month to month open-ended agreement that allowed her once a day tanning services at our *** 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 the membership will continue until cancelled or frozenSun Tan City has not received notification that Ms*** wished to cancel her membership, therefore the membership remained active each month with a payment processing on the first of each monthOn July 30th, 20** a refund request in the amount of $was submitted for Ms*** for her unused services as a courtesyThis refund will go through a standard process of review and be sent to the address listed on her Sun Tan City account in form of a checkLoyal customers are the key to any company’s success so it is my hope that Ms*** 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*** *** *** *** ** *** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

From: Morgan E***Date: Wed, Sep 9, at 1:PMSubject: Sun Taqn City: Complaint ID ***To: "***@myRevdex.com.org" Cc: *** *** ***,Thank you again for taking time to speak with me this
afternoon as I understand how busy you are.*** *** filed a complaint (ID: ***) with the Revdex.com on August 17, for the disputed amount of $at our Sun Tan City Dickson City, PA locationAs the terms & policies she signed on 3/25/outline our open-ended agreement membership conditions, the client was to cancel her package by coming into any Sun Tan City or by calling our Client Services number before the next draw date (which is the 1st of every month) after her months were overWhen *** *** called Sun Tan City corporate client services for a refund on 8/17/15, the representative offered her the proper refund offer for someone who did not follow the terms & policies, which Dana mentioned in her complaintOur company did not go against policy, and *** *** was given a signed copy of the terms & policies she agreed to upon purchasing her membership on 3/25/She was able to request an additional copy of this signed document at any time if she wantedHowever, while our company was not liable, Sun Tan City went ahead and refunded *** *** the full refund request amount (for the months of May, June, July, and August 2015) as of 9/8/in order to stay on good terms with the client.Attached to this email is the Terms & Policies that *** *** signed on March 25, 2014.Thank you for your time,Morgan E***Sun Tan CityDistrict Managerc: ###-###-####

Ms*** we are sorry to hear that you were not fully satisfied with the package that you purchased with Sun Tan CityFeedback from our customers is always great, whether positive or negative, as it helps us to identify areas where we excel and opportunities for improvement.
It is
our hope that you will give us the opportunity to restore your faith in Sun Tan CityWhat we have done is submitted your refund request for the amount of $Ms*** should see this refund within 7-business daysWe hope that this resolution has resolved your issue, if you need further assistant please let us know%

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the 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 belowPlease refer to my previous response, which was made in response to Sun Tan City's previous messageI only refer back to that response because that is essentially what Sun Tan City has done here, by copying the substance of their first response to my complaint and just repeating it hereOnce again, I am unsatisfied with this response for the reasons I previously statedI will not accept a Glow Card, only reimbursement of the funds that were taken from my bank account without permissionI have contacted my bank, whom is investigating the matter as wellSince Sun Tan City cannot right its wrong, I cannot be a customer to it any longerBy accepting a Glow Card, I would be in essentially the same position that I was in before, a customerAnd I would still be subject to Sun Tan City's erroneous charges and flawed policiesThat is not a risk I wish to take, nor a headache I wish to have in the futureRegards,
*** *** ***
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I have received the complaint from Ms*** regarding her membership purchase with Sun Tan CityOn May 15th, *** Ms*** purchased a month to month open-ended agreement that allowed her once a day tanning services at our Hamilton Place 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 servicesOn June 1st, *** Ms***’s first required payment processed and was approved from the provided billing informationSince the membership was not cancelled or frozen, these payments continued on July 1st, ***As of July 14th, *** a refund has been submitted and approved for Ms*** in the amount of $This refund totals the amount of Ms***’s July membership payment that was not required to complete the terms of the membershipIn addition, Ms***s’s membership with Sun Tan City has been terminated to avoid any future payments from processingLoyal customers are the key to any company’s success so it is my hope that Ms*** 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 addressedRegards, *** *** *** ** *** ***

Revdex.com:
I have reviewed the 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 belowAs an initial matter, please refer to my complaintYour company's response is unacceptable for three primary reasonsFirst, a $credit does not put me in the same position that I was in before your company made unauthorized charges to my bank accountA $credit at your store is not as good as the cash that you transferred from my account, and I would need to buy a new membership and pay your monthly fee, subject to any additional future charges that you choose to imposeSecond, I had no knowledge of any online account with your company until I cancelled my membership in February, after speaking with one of your representatives over the phone and realizing that your company had been charging my account for several monthsThus, I dispute whatever record that you have of my "online activity" whereby such record purports to show that, from your end, I allegedly "froze" my accountTherefore, the $"freeze" charge is invalidFurthermore, this appears to be a verbal contractYour in-store representative reads a few provisions of the contract, and then asks the customer to sign a pen padAt the time I went into the store to redeem my gift card that was provided to me from the first time that you made unauthorized charges to my bank account, I stipulated that I wished my membership to be cancelledSince this "contract's" duration is not longer than one year, it is not subject to the statute of fraudsIn the future, I would suggest that your company advise its in-store employees to either produce the written contract and have the customer read it, or otherwise to read every provision of such "contract." Moreover, I also spoke with representatives at both times referenced in my complaint when your company made unauthorized charges to my account to cancel the accountIf it was instead "frozen," or kept open, despite my requests, I dispute any responsibility that you impute to me for the erroneous "freeze" of the accountOnce again, I request that you fully reimburse the unauthorized charges that your company transferred to it from my accountI hope that your management team understands my grievances, and that it will do the right thingRegards,
*** *** ***
&nbs

I have received the complaint from Ms*** regarding her membership purchase with Sun Tan CityOn June 10th, Ms*** purchased a month to month open-ended agreement that allowed her once a day tanning services at our WI Fitchburg 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 servicesOn August 1st, the automatic payment for Ms***’s monthly membership processedOn August 24th, Ms*** went into her local salon and from there they contacted the Customer Service Department inquiring why Ms*** was billed for two months of her monthly membership that she was not using and stated she would like a refund for the paymentWhat we have done for Ms*** is submitted and got an approval for a refund request for the amount of $that was charged on August 1, In addition, We thank Ms*** for voicing her concerns regarding the salon employeeWe will ensure this issue will be addressed by the proper management team in her areaLoyal customers are the key to any company’s success so it is my hope that Ms*** 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 addressedRegards, *** *** Director of Client Services

I have received the complaint from Ms*** regarding her membership purchase with Sun Tan CityOn April 8th, Ms*** purchased a month open-ended membership agreement that allowed her once per day tanning services for $per month plus taxPer the membership agreement that was
signed in the salon by Ms***, Sun Tan City does not refund for unused servicesOn February 4th, Ms*** contacted the Client Services Department for Sun Tan City stating she would need to cancel due to her moving out of the area of a Sun Tan City locationAt this time Ms*** was told she would need to provide us with a proof of new residency since she was still within a membership agreement that proved she was outside of the area of a Sun Tan City locationAs of April 1st, when Ms*** contacted The Client Services for Sun Tan City to inquire about her membership it was explained that we had not received a proof of move from herTherefore, no adjustments were made to the accountMs*** was asked to send in her proof of move at this time
On April 3rd, Ms***’s proof of move was received and a refund request submitted for Ms***This refund was sent to the District Manager of the location in which Ms*** tans for reviewSince our records indicate Ms*** contacted the originally in February of a refund in the amount of $was approved for the unused months of March and April
I have appropriately notes Ms***’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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis response was incorrect on so many thingsOn the 1st phone call on the 1st I requested it cancelled because I was doubled billedThey cancelled at my request and did not refund both amounts due to error in customer serviceI have recorded phone calls where this admittedI made at least calls to get this resolved and was refused my attempts to speak to a supervisor & they refused to give me a number for anyone else at corporateIt should have been handled after the 1st phone call but it was notEvery time I called they said it would be refunded and I would wait a few days and call back and it wasn't done and customer service would be rude because I called them out on their bad serviceThe last conversation with Josh was very badIt was handled poorly and bow you act as if it was one call & you took care of itAs a long time always paid on time customer I am shocked I was treated so badI have ALL the recorded calls as do you so maybe you should listen to them and respond honestlyMy frustration is with my treatment and the fact it took days for this refund to appearRegards,
*** ***
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On February 04, Ms*** 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 $per month plus taxPer the membership agreement that was signed in the salon by Ms***, all Sun Tan City memberships
require at least full automatic payment before the client is able to cancel or freeze their membership and there are no refunds for unused services.
I'm sorry to hear that you were not fully satisfied with your visit to the salon. At Sun Tan City, it is our goal to offer excellent customer service on every occasion to ensure the most indulgent and relaxing environment for our clientsWe greatly appreciate your feedback, regarding the *** *** ***Feedback from our customers is always great, whether positive or negative, as it helps us to identify areas where we excel and opportunities for improvement
It is our hope that you will give us the opportunity to restore your faith in Sun Tan CityAs a courtesy, for your inconvenience, I have added a two sunless visits , to your account and it is available for you to use at any timeIn addition, we will be sure your comments and suggestions are forwarded to the proper management team.%