Sun Tan City

I have received the complaint from Ms. [redacted] regarding her membership, purchase with Sun Tan City.   On November 5th, 2016 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Greenwood location for $25.99 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 2nd, 2016 Ms. [redacted]’s membership with Sun Tan City was cancelled. Per the document that we have on file for Ms. [redacted], December is a required payment. Since Ms. [redacted]’s membership was cancelled as of the second of December, Ms. [redacted] still has until the end of the month to use her services.   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.

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 have any desire to use the 'Glow Card', or work with this business in any way.
Refunding half of the money that they took from me is not what I want
They have my signed contract, but only have cancellations on file for a year?
I want every penny refunded.  
Sun City is unethical 
Regards,
[redacted]

November 7th, 2016   Revdex.com [redacted]
  [redacted]
I have received the complaint from [redacted] regarding her membership, purchase with Sun Tan City.   On April 23rd, 2015 [redacted] purchased a month to month open-ended agreement that allowed her...

once a day tanning services at our [redacted] for $22.99 per month plus tax. Per the membership agreement that was signed in the salon by [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 November 2nd, 2016 [redacted] membership with Sun Tan City was terminated. Per the document that we have on file for [redacted] it states that we do not refund for unused services. If [redacted] cancelled, she would have been provided a confirmation form, stating no further payments would process. Without a proof of cancelation, a refund request would be denied. Per the District Manager of the [redacted] location, we would be able to submit a half and half refund request. Where half of [redacted] request would be processed back to her card, and the other half would be processed to a Glow Card.   Loyal customers are the 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 forwarded them to the proper management team to ensure they are addressed.       Sincerely,   [redacted]
[redacted]

We have received [redacted] response to our previous communication regarding her account with Sun Tan City. After further review of [redacted] account it appears as though the District Manager of the location where tanning took place has approved a refund in the amount of $227.61. This refund was approved and processed on our side as of November 4th, 2016 back to the debit/credit card that was placed on [redacted] account.We hope this fully resolves [redacted] issues and we hope for her return with us again in the future.

I have received the complaint from Ms. [redacted] regarding her membership purchase with Sun Tan City. 
On December 17th, 2014 the Client Services department for Sun Tan City was notified a refund request for the month of December for Ms. [redacted]’s account would need to be submitted. There was a...

refund request submitted at this time for Ms. [redacted] in the amount of  $49.99 for the Sunless month to month membership and it was approved and process to Ms. [redacted]’s credit card on December 22th, 2014. We do show that the membership that was requested for a refund was cancelled as of December 17th, 2014. We show that the Sunless Inclusive membership for $49.99 was still active and Ms. [redacted] was billed for January 1st, 2014. We have now submitted the refund request for the amount of $49.99 that was charged during this month that will be processed back to Ms. [redacted]’s card on file. In addition we have ensured that all memberships on Ms. [redacted]’s account with Sun Tan City have been terminated to avoid any additional payments.  
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. %

July 7th, 2016   Revdex.com [redacted]     [redacted]   I have received the complaint from Mr. [redacted] regarding his membership, purchase with Sun Tan City.   On March 13th, 2016 Mr. [redacted] purchased a month to month open-ended agreement that allowed...

them once a day tanning services at our [redacted] location for $39.99 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 5th, 2016 Mr. [redacted]’s membership with Sun Tan City was cancelled. A refund request was submitted on the 28th of June and was approved and processed on the first of July.   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

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.My daughter is 16 years of age.  She was born in 1999 and I had to come in and sign for her to get the membership and I also had to come into the salon to cancel the membership.  This response does not surprise me because Suntan City does not maintain correct records.  I still have yet to hear from a manager as I requested to your main office the day I filed this complaint.  It's all excuses with this company!
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.
Thanks very much for offering to resolve my complaint.  The card I used to make the transaction is no longer valid.  Therefore, it might be better to mail a check to my home address.  Also, I wanted to confirm the $43.99 balance was cleared from my account since I was not tanning at the Zionsville location.
Regards,
[redacted]

I have received the complaint from Ms. [redacted]regarding his membership, purchase with Sun Tan City. As of July 13th, 2016 Ms. [redacted]’s membership with Sun Tan City was terminated and transferred to [redacted]. We no longer have any Sun Tan City locations in the New York area. Any questions or concerns regarding Ms. [redacted]’s membership should be directed towards [redacted]. They can be reached at [redacted]. Loyal customers are the key to any company’s success. We have forwarded Ms. [redacted]’s concerns to the proper management team to ensure they are addressed. Sincerely, [redacted] Director of Client Services

I have received the complaint from Mr. [redacted] regarding his wife, [redacted]’s, membership purchase with Sun Tan City. On April 21, 2014 Ms. [redacted] purchased a twelve month open-ended membership agreement that allowed her once a day tanning services at our Auburn, ME location for $24.99...

per month plus tax. Per the membership agreement that was signed in the salon by Ms. [redacted], her Sun Tan City memberships required twelve automatic payment before the client is able to cancel or freeze the membership. The membership must be requested cancelled or frozen to avoid monthly charges furthering after the twelve months have been completed as there are no refund for unused services. On August 1, 2014 Ms. [redacted] made her fourth automatic payment of her twelve month membership agreement. What we can do for Mrs. [redacted] is freeze her membership until she is ready to continue utilizing her membership. With the freeze option, Ms. [redacted]’s payments are reduced to $5 each month and she can have it frozen for as long as needed. Ms. [redacted] will be guaranteed the pricing she froze her membership at, with no enrollment cost. Once Ms. [redacted] reactivates her membership she would receive all of her $5 payments back onto her Sun Tan City account as an in-store credit. The in-store credit would not expire and Ms. [redacted] will be able to redeem this for anything such as products, upgrades or even towards your next month's payment. Ms.[redacted] will still be required the nine months left in her twelve month agreement once she unfreezes the account and starts tanning again. 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

Ms. [redacted] we sorry to hear that you were not fully satisfied with the resolution. 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 clients. 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 City. As a courtesy, for your inconvenience we have submitted for a refund request for $20.00. This payment is from November 1, 2014 through February 1, 2015. This refund will go through a standard 7-10 business day approval process with the refunds department.  We hope that this resolution has resolved your issue, if you need further assistant please let us know. %3

As of December 4th, 2015 we issued Ms. [redacted] a refund of $210.75 that we mailed via check, and we issues Ms. [redacted] a glow card request of $210.75 that was also processed as of the second of December. Per the signed agreement that we have on file for Ms. [redacted] these are our best options for her. It states that we do not refund for unused services, and we offered her the half and half option as a courtesy.
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

Hello, Our records indicate that a refund check was mailed on June 16th, 2015 to the address listed on [redacted] account. The address was [redacted] TN 37681. If this is not the correct address, please feel free to let us know.

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 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]’s mother regarding
her daughter's membership purchased with Sun Tan City.
 
Our records indicate that Ms. [redacted]'s daughter is over the age of 18. Due to client protection, we do not release any type of
information regarding this...

client’s account to someone other than the account holder unless approved by the tanner. Due to Ms. [redacted] not being an authorized account holder we are not able to discuses the specifics of this account.

Initial Business Response /* (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 further. The department then forwarded the client's name and number to our District Manager without noting the urgency of the complaint. [redacted]'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 returned. Since 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 2016.
Please let me know if you need further information,
Sincerely,
Wendy [redacted]
Franchise Owner
[redacted]
Mankato, MN 56001
o: [redacted] c: [redacted] f: [redacted]
wendy.[redacted]@suntancity.com

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City. Ms. [redacted] does not have to start a new membership to unfreeze her account. It will unfreeze at the rate that she originally froze. In order to unfreeze, you have to pay the prorated amount to gain those $5.00 credits back. If the client cancels a frozen membership for any reason, those credits are then cancelled as well. Once the account is unfrozen, those freeze credits can be used for anything Sun Tan City related. It does not have to be for memberships, or tanning sessions. 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 [redacted] regarding her membership with Sun Tan City.   [redacted] purchased her month to month membership with Sun Tan City on May 29th, 2013. This membership allows [redacted] once per day access to our Fast level equipment for a discounted rate of $11.91...

per month.   Our records show that Ms. [redacted] updated her billing information with us on October 24th, 2013 to her [redacted]. From that date on, Ms. [redacted]’s monthly payments have successfully processed from that account. In addition, the bank statement that Ms. [redacted] provided Sun Tan City showing her payment for the month of January 2017[redacted]   Due to Ms. [redacted]’s payments processing from this same account each month since 2013, and Sun Tan City not having a way to process a different account other than what is provided to us, Sun Tan City is not responsible for Ms. [redacted]’s NSF charges from her financial institution. However, as a courtesy Sun Tan City will remove Ms. [redacted]’s balance owed for the month of January in the amount of $11.91.   Loyal customers are the key to any company’s success so it is our hope that Ms. [redacted] will continue to utilize our services form this point forward.

I have received the complaint from Ms. [redacted] regarding her membership with Sun Tan City. On November 14th, 2014 Ms. [redacted] purchased her most recent membership with Sun Tan City. On 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 time. On December 21st, 2014 Ms. [redacted] contacted the Customer Service Department for Sun Tan City. During this call Ms. [redacted] used inappropriate language towards employees and seemed upset so her call was transferred to a member of Management. During this time Ms. [redacted] continued to use inappropriate language towards employees and eventually provided the needed information so we could assist her. On December 22nd, 2014 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 location. At that time the decision was made to close Ms. [redacted]’s membership with Sun Tan City and advise her to seek a new tanning provider. On December 30th, 2014 Ms. [redacted] spoke with the District Manager for the location in which she tanned regarding her account. At that time it was explained to Ms. [redacted] that her membership was terminated. At 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 closed. On January 10th, 2015 Ms. [redacted] was incorrectly set up with a new membership at Sun Tan City. It 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 day. Ms. [redacted] contacted the Customer Services Department twice on January 12th, 2015 stating she was upset that her membership had been cancelled with Sun Tan City. During these calls Ms. [redacted] was guided to contact [redacted] regarding her account with Sun Tan City and provided his contact information. Most 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 provider. Her comments have been appropriately noted and forwarded to the proper management team. Regards, [redacted] Director of Client Services