Sun Tan City

I have received the complaint from Mrs. [redacted] regarding her purchase with Sun Tan City.
 
On May 10th, 2015 Mrs. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Frederica location for $59.99 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. In addition, there is no way for our employees to copy and past a signature that was one document to another. All forms are electronic and signed on separate forms.
 
As of July 9th, 2015 Mrs. [redacted]’s membership with Sun Tan City was terminated. We have issued Mrs. [redacted] a Glow Card. Glow Cards spend the same as cash at any Sun Tan City location and can be used for whatever Mrs. [redacted] chooses.
 
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.

Sun Tan City's records indicate the refund in the amount of $196.90 processed successfully to the debit or credit card provided as of September 12th, 2016. Sun Tan City would require proof that the funds were not received before issuing a refund in a different form for Mr. [redacted].

I have received the complaint from Ms. [redacted] regarding her membership with Sun Tan City.   Our records indicate Ms. [redacted] purchased a one month membership agreement with us on January 18th, 2017. As noted in the membership agreement that Ms. [redacted] signed on the day of purchase it...

states that the membership required one full automatic payment before the membership could be cancelled or frozen and was an open-ended agreement. The agreement also states that all changes to the membership must be made prior to the first of the month and you will receive a confirmation code for changes made to the account.   Ms. [redacted]’s membership history shows that the membership as not frozen until February 1st, 2017. Therefore, this would have been after the payment for the month of February was already submitted to her financial institution for processing. Resulting in her seeing the charge from Sun Tan City for February’s full membership payment.   Sun Tan City has agreed to refund Ms. [redacted] her February’s payment amount of $69.59 and froze her membership. When a membership is frozen the customer will receive a $5 freeze payment each month. Upon unfreezing the membership and resuming services, the $5 payments made while frozen will be credited back to the customers Sun Tan City account to use as an in store credit.   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 also appropriately noted Ms. [redacted]’s concerns to ensure they are reviewed.

I have received the complaint from Mrs. [redacted] regarding her
daughter [redacted]’s membership, purchase with Sun Tan City.
 
On April 11th, 2015 Mrs. [redacted] purchased a month
to month open-ended agreement that allowed them once a day tanning services at
our Frederica location for $24.99 per month plus tax. Per the membership
agreement that was signed in the salon by Mrs. [redacted] and 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 June 17th, 2015 Mrs. [redacted]’s membership with Sun Tan
City was terminated. In addition, we have submitted a refund request for Mrs. [redacted] to be reviewed.
 
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.

I have received the complaint from Ms. [redacted] her membership purchase with Sun Tan City.Ms. [redacted]’s membership was purchased April 7th, 2015 totaling $685.49. Ms. [redacted] utilized her membership for a total of 7 months.  Typically, when a refund request is submitted for a yearly...

membership, the monthly membership rate equivalent to the membership type is multiplied by how many months the services was used and that total is deducted from the total that was paid for the membership. In Ms. [redacted]’s case this totaled $57.16. After further review, Sun Tan City has made the decision to submit an additional refund request for Ms. [redacted] and calculating the refund differently. Sun Tan City has taken the total amount paid for the yearly membership and divided that total by twelve months totaling $57.12 and multiplying that total by the seven months of used services totaling $399.86. This amount was deducted from the total paid and an additional refund was submitted in the amount of $228.46 (due to Ms. [redacted] already receiving a refund in the amount of $57.16). Therefore, Ms. [redacted] will be refunded a total of $285.62.We hope this fully resolved Ms. [redacted]’s issues.

I have received the complaint from Ms. [redacted]’s regarding her membership, purchase with Sun Tan City.
 
On July 2nd, 2015 Ms. [redacted]’s purchased a month to month open-ended agreement that allowed them once a day tanning services at our Winchester 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 August 7th, 2015 Ms. [redacted]’s membership with Sun Tan City was refunded, due to an incorrect prepayment. We have issued Ms. [redacted] a refund, back to her credit card.
 
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 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 Mr. [redacted] regarding their
membership, purchase with Sun Tan City.
 
On December 12th, 2014 Mr. [redacted] purchased a
month to month open-ended agreement that allowed them once a day tanning
services at our West Town location for $29.99 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 one automatic payment before the client
is able to cancel the membership and there are no refunds for unused services.
 
As of June 3rd, 2015 Mr. [redacted]’s membership with Sun
Tan City was terminated. We have issued Mr. [redacted] a glow card, since we do
not refund for unused services.
 
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]’s concerns and have forwarded them to the
proper management team to ensure they are addressed.

I have received the complaint from Mr. and Mrs. [redacted] regarding their membership, purchase with Sun Tan City.
 
On March 16, 2015 Mr. and Mrs. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Johnson City Encore location for...

$69.99 per month plus tax. Per the membership agreement that was signed in the salon by Mr. and 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 May 18th, 2015 Mr. and Mrs. [redacted]’s membership with Sun Tan City was terminated and a glow card request was submitted for the amount of $83.64 each, since we do not refund for unused services.
 
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]’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 never saw or signed the agreement. If I had, I wouldn't have filed a complaint.  The business's own employee conceded that the agreement is not shown electronically or in hard copy to customers. She said their sales people have been instructed to tell customers orally that they are getting a membership.  The sales person with whom I spoke didn't mention it, and I specifically told her that I did not want any form of membership.  I signed an electronic statement agreeing to wear protective eyewear.  Whether they "cut and paste" (their sale person's language) or only show part of the agreement, the  sales person was very candid that they do not show customers the agreement elecronically or in hard copy that they allegedly sign.  When I exchanged e-mails with Sun Tan City they never denied or disputed that they engaged in this practice. 
I am an attorney and am very cognizent of agreements. I have several open-ended agreements with my health club and charities.  For each of those entites, I have seen an electronic or hard copy of the agreement prior to signing.  I also was provided with the option of a hard copy or PDF for my records. 
Based on the complaints that have been filed, this business has repeatedly engaged in this behavior. 
I have not been issued a "Glow Card" as they claim nor do I want one.  I won't do business with this entity again.    I also am concerned that this business will continue to engage in deceptive practices if they aren't required to make restitution. 
Regards,
[redacted]

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 July 28th, 2016 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Richmond Midlothian 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 September 1st, 2016 Ms. [redacted]’s membership with Sun Tan City was frozen. Per the document that we have on file for Ms. [redacted], all changes to accounts need to be made prior to the first of the month. Since Ms. [redacted] froze her account on the first of the month, her payment would still process through. Per the District Manager of the Midlothian location, he credited Ms. [redacted]’s Sun Tan City account for the payment that processed out on the first. He stated that the client was satisfied with this resolution. 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 am contacting you in regard to Complaint # [redacted] with Sun Tan City, of Johnson City, Tennessee This was settled over 30 days ago and Sun Tan City has not has still not refunded our money.TranslateDesired Resolution / OutcomeDesired Resolution:Refund

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.
If you will only provide a refund for the month of August, I can agree to that. The problem is that I do not want to go to Sun Tan City ever again. A gift card would be useless to me. There is only one location in my area. I don't want to go back and a gift card would force me to go back. I have a membership at a new tanning salon where I do not feel [redacted] harassed. The issue was poorly managed when I complained about the incident, resulting in her confronting me and acting like I was only upset that she stated she shows her [redacted] to clients who ask, at Sun City Tanning, because she thought that I thought she was trying to try to steal my boyfriend. There was no acknowledgement of the unprofessional conduct that I was disgusted by in the first place.  
If a gift card had been offered in place of the confrontation that made me continued to feel uncomfortable going to the facility, when I had made my complaint in person, it may have been an appropriate resolution at that time. Instead of issues of [redacted] harassment being resolved at the facility being resolved in a discreet manor to maintain clients, they are handled like petty high school drama. 
I do not wish to go back, and request the funds be refunded to my bank account. 
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.
I have already completed the action proposed by Sun Tan City on October 12, 2016.  I have ALL corresponding documents (that have already been sent) attached.  These documents state the correct date in which my contract was terminated.  These documents also include the credit card statements proving that I did not authorize the credit card that was used due to the fact that this card is no longer in my possession.  These documents include all of the correspondence I have had with my bank and Sun Tan City.  I was given this same response when I called (with the assistance of my bank on the other line) to figure out how this issue needed to be resolved.  Faxing these documents in October STILL did not resolve the issue and I do not expect it to do so now.  I am requesting the Sun Tan City review the phone calls that are on file associated with my account before telling me to do something AGAIN that I have already done and not gotten the refund that I deserve.  I can also get records of the phone call through my bank proving that this has already been discussed.  Again, this is fraudulent behavior on the part of this business and I will not let this matter go until I receive my money back that was charged illegally.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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]

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [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.
The response does not offer any resolution, and is factually incorrect.  It says my daughter last tanned in 2013, which is not only incorrect, but not what was stated in the complaint.  I stated that she last tanned in May, 2016, and did not tan at all during the months for which we were wrongfully charged, June and July, 2016.If the company needs more information, that is fine.  The member, my daughter, is [redacted], and her d.o.b. is [redacted].  I would like to add that once again I was promised a phone call from a District Manager by Monday, July 18, 2016 at 5:00, and, not surprisingly, I am still waiting for that call.
Regards,
[redacted]

I have received the complaint from Mr. [redacted] regarding his membership, purchase with Sun Tan City. On July 18th, 2015 Mr. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Turkey Creek location for $19.99 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 one automatic payment before the client is able to cancel the membership and there are no refunds for unused services. As of February 3rd, 2016 Mr. [redacted]’s membership with Sun Tan City was terminated. We have issued Mr. [redacted] a glow card, as a courtesy since we do not refund for unused services.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