Sun Tan City

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.

Good Afternoon, First of all, I want to apologize for any miscommunication on my staff behalf. This was actually at the Onalaska WI salon, not the Winona MN salon. The month to month membership that you were signed up for is the typical membership clients sign up for- month to month in your level is...

$54.99 plus tax/month vs the 30 day of $89. You save the most money, so they are trying to get you the best deal possible. My team will definitely work on their verbiage to prevent any miscommunication moving forward. I have terminated out your membership and no monthly payment will draw moving forward. People do make mistakes, are new at their job at some point, I hope you will give us another chance in the future to redeem ourselves. Thank you for the opportunity to serve you and hope to see you again! Melissa [redacted]Sun Tan City-District Managermelissa.[redacted]@suntancity.com

I have received the complaint from Ms. [redacted] regarding her membership, purchase with Sun Tan City.  On June 2nd, 2009 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Georgetown location for $28.88 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 15th, 2016 Ms. [redacted]’s membership with Sun Tan City was terminated, due to her payment not being able to process through. Ms. [redacted] currently has a balance due of $31.77 for the month of August. Ms. [redacted]’s payment was not able to process through, due to an invalid account number on file. In order for Ms. [redacted] to continue tanning, the balance due would have to be paid in full.  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

November 1st, 2015
Without proof of the charge back being dropped, there is nothing for us to submit. If you are willing to drop the charge back, we would be willing to submit a refund request for it to be reviewed by the proper management team. 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

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]
Regards,
[redacted] This account was set up for my daughter I was not unhappy with the tanning salon or products, was not unhappy with the results of the tanning. I am unhappy with the lies and miss direction, a manager was never available to speak to no one called me back ever, was given false information and to post that I signed a membership was a lie. I was told because my daughter was 17 I had to sign a parental agreement and was never told my card would be charged I was told it was month to month and if she wanted to continue she would have to pay for it. I told them several times, and in my dealings all the rules you use to keep people from canceling, saying I cant cancel ahead of time(like say I am done at the end of the month), I cant call in, I have to actually go to the store, was told by there services they don't refund money I could only get store credit, customer service is pathetic. I received a refund and happy with that, I would not tell anyone to not use their services but would warn them of company procedures, the response by suntan city was a generic response to make it look like they just were doing business, when a company has a D- rating with the Revdex.com they will never admit wrong doing. I will not be pursuing this anymore due to the refund I received.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be semi satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I also strongly suggest that they are upfront with there members by letting them know they may experience delays in using other sun tan city's outside of their normal area, also major upgrades to the mobile app that allowed me to check into salons in Missouri and that the salons in Missouri actually receive my reservation.  
Regards,
[redacted]

We have received the complaint from Mr. [redacted] regarding his membership purchase with Sun Tan City.
On July 16th, 2015 Mr. [redacted] purchased a month to month open-ended agreement that allowed him once a day tanning services at our Bristol location.
On this same day, Mr. [redacted]’s membership with...

Sun Tan City was terminated and a refund request was submitted for him in the amount of $22.35. This refund was approved and sent for issuance as of July 28th, 2015.
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 Ms. [redacted] regarding their
membership, purchase with Sun Tan City.
 
On May 5th, 2015 Ms. [redacted] purchased a month to
month open-ended agreement that allowed them once a day tanning services at our
Oak Ridge location for $87.79 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 June 22nd, 2015 Ms. [redacted]’s membership with
Sun Tan City was terminated and a refund request has been submitted for her.
 
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 Mr. [redacted] regarding his membership, purchase with Sun Tan City. As of September 13th, the District Manager of the [redacted] location has turned everything over to their attorney to evaluate the situation. If after the evaluation it is deemed that...

there is warrant for the complaint, they will do everything they can do come to a resolution. 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.I need confirmation that my husband's account was cancelled as well.  It was deducted from my bank account at the same time.  His name is [redacted].  At the same address, [redacted].  If he needs to speak with him personally to confirm that he wants to cancel he can be reached at ###-###-####.
If both accounts are cancelled I will be satisfied. Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution is satisfactory to me. 
Regards,
[redacted]

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City. As of June 17th, 2016 Ms. [redacted]’s membership with Sun Tan City was terminated. Ms. [redacted] spoke with the district manager of the Encore location, and a refund request was submitted for Ms. [redacted]. The...

refund request was submitted for $62.46, which the client agreed to.  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

September 10th, 2016   Revdex.com [redacted]     [redacted]   I have received the complaint from Ms. [redacted] regarding her membership, purchase with Sun Tan City.   On July 5th, 2016 Ms. [redacted] purchased a 12 month open-ended agreement that allowed them once a day...

tanning services at our Muncie 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 12 automatic payments before the client is able to cancel/freeze the membership and there are no refunds for unused services.   As of September 10th, 2016 Ms. [redacted]’s membership with Sun Tan City was frozen, as one time 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

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 DID NOT purchase a annual package!! I was on the app trying to renew my membership for spray tanning for 29.99 a month! 799 was not even an option on the spray tan side. After I thought I had purchased the 29.99 spray tan. After I thought I purchased this, there was no confirmation of anything sent to my email or on the app itself. I did not find out that my card had been charged the 799 dollars until after I checked my bank account!! She did not acknowledge anything I said in my complaint to the Revdex.com. I still don't have my money back. There customer service is garage and I got the run around everytime I called. The supervisor that approves refunds was always either in a meeting or she had not received my dispute. When I called last night the girl I spoke to said that it was a glitch. Now this lady is trying to say I purchased an annual package. Take some responsibility!! 
Regards,
[redacted]

I have received the complaint from Ms. [redacted] regarding her experience with Sun Tan City. 
Ms. [redacted] issues she states she is experiencing has been sent to the proper management team in her area for review and further contact. It is our hope that by doing so Ms. [redacted] issues are fully...

resolved. 
I have appropriately notes Ms. [redacted]'s concerns to ensure they are addressed properly. %

November 22nd, 2016 Revdex.com [redacted]  I have received the complaint from Ms. [redacted] regarding her membership, purchase with Sun Tan City. As of November 15th, 2016 a refund request was submitted and approved for June’s payment of $65.99, and it was processed back to the card that the client placed on file for her monthly payments to process from. As of the 22nd of November, another refund request for $65.99 was submitted. This was a one-time courtesy, since we do not refund for required payments, and May was required. 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

Dear Revdex.com:
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,...


[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 am not satisfied with the proposed "Glowcard" because I was promised on several occasions by your representatives that I would receive the refund for $23.39 and $52.65, totaling $76.04, and I have received neither.
Furthermore, the reason I had cancelled my membership (which I had for several months, if not years at the Dubuque, IA location) was because I became disabled and could no longer drive nor go tanning.  I am covered under the Americans with Disabilities Act and find this entire business appalling at this point.
I would like a refund check issued to me in the amount of $76.04 sent to my home address or I will be taking this issue to a higher authority.
I have attached both my July statement of record showing the refunds were never credited to me as this business is stating, but that they had charged me the $23.39 for the July month membership (which needs to be credited), and also my last transcript with the online chat representative stating that I would receive the refund within 7-10 business days which took place on 10/1/14 (22 days ago and nearly 5 months since my original refund request on 7/7/14)
Regards,
[redacted]

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City.
On April 13th, 2014 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Portland 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 October 8th, 2015 Ms. [redacted] submitted a chargeback for her monthly payments. If Mrs. [redacted] can provide us with proof that she has dropped the chargeback, we would be more than happy to issue Ms. [redacted] a refund request.
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