Sun's Up Tanning

Please know that a review of the customers account ( [redacted] ) indicates that her account was not requested to be canceled until 12/At that point the account was already terminated due to non-paymentThere was a request to freeze the monthly billing for only a $payment for fourth month that started one the 10/15/payment and ended on 1/15/paymentThe balance of the $is the total of there months of none payment from Oct, Nov, Dec A review of [redacted] account shows a cancellation in Sept so he has not been billedIt the customers were hoping to cancel both accounts on 9/that is not what they didAs a courtesy for any misunderstanding the balance of the $has been removed and the collection department has been contacted at this timeThere would be no credit for unused monthsAs stated on the agreement attached until terms and conditions, initial line item six, there is no refund for unused months or unused packages.Thank you for your time.SincerelyKatherine F [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

If documentation was signed to cancel the account there would be not only a form electronically signed and saved to the customer's individual account (which there is not one, but the customer would all be on the list for the month will all of the other customers that cancelled there accountsThis list is not lost, and the customer is not on itWe are not able to lose a save electronically signed form that auto saves to the accountThere may have been discussion with the thought of cancellation, but the there were no actions taken to actually cancel the accountThere are notes on the account stating that when our employees attempted to contact the customer about the payments decliningthey we hung up onAt this time, we will remove the balance on the account, but we ask that this customer not return to our company

At this time one month has been refunded to the customerIt was clearly explained that the owner does not work in the corporate office and an email address that go directly to her and me was provided to the customerIt is understood that the customer is not in state, however, required
documentation was not completed by the customer in order to cancel the accountIt is stated on the membership that there is no refund for unused months or servicesAll documentation is very clear in the terms and conditions of the cancellation and payment agreement at the time signing.
It is the customers responsibility to cancel the account in order to stop the agreed upon reoccurring monthly paymentWe offered the one month refund as a courtesy to the customer because based on the lack of proper documentation, no refund was required

Complaint: ***
I am rejecting this response because:
I cancelled with days notice and they lost my cancellation Every month they called me and every month I explained to them what happened and I was told "it was fine" or "we'll take care of it" now they are just trying to collect money from me that is not owedI did not use the service after the cancellation period that should be proof enough
Sincerely,
*** ***

Addressing her "request to cancel the month to month membership": As one can see from document "*** *** Membership Agreement," *** had signed to show understanding and to agree statement no"[a]ll memberships require a written cancellation request to be submitted to any SunsUp Tanning
Centers location thirty days prior to payment due dateMembership must be active and without a balance to cancel." We never received this necessary written communication to cancel her account when she wanted to stop utilizing our services. Addressing her "tacking on additional NSF charges": As one can see from document "*** *** Membership Agrement," *** had signed to show understanding and agree to statement no "[t]here is a $fee for dishonored paymentsThis fee will need to be paid in-store prior to tanning during your next visit...." We are clear in our initial communication as to when and why clients would receive NSF chargesThis was also again addressed and explained to *** in document "Email Conversation P1," in which the Administrative Assistant, Ashley W*** states: "Your current balance sits at $110.61, which breaks down to the EFT of $for November, December, and January then the $NSF bank fee per month." She continues in this email to explain that she will waive the $of NSF bank fees as to work out a payment plan for simply the $of past due EFT. Addressing her "inconsistent responses and no responses": As one can see from document "Email Conversation P3," Account Receivable Representative, Hannah Schreindl sends a general courtesy message to inform *** of her missed December EFT, to which *** responds in document "Email Conversation P2" that she had called twice to cancel her membership, her card had been compromised, and she never has time to tanThis was our first notification of a desire to cancel her account from herHannah S*** then responds that she will "cancel [her] account as of todayThere is also a balance on [her] account for some previous declined months that will need to be taken care of." *** responds by stating "this should have been canceled months ago when I received the first call** and let them know my card had been compromised but I wanted to cancelas far as I was concerned my membership was canceled months ago and I owed nothing." Referring back to document 1, statement nowe require written cancellation request to be submitted to any SUTC and this was not the case**first call is in reference to our Tanning Consultants giving her a courtesy call much like the original email in document that gives notice about a missed payment. We communicated thoroughly to *** *** the requirements to end her month to month membership time and time againAt this time I have removed her from our *** *** *** *** list as well as removed her balance in fullWe have communicated to *** that her balance has been waived and we will not be depositing her payment

***,
Please understand that we can appreciate the frustration regarding the feeling of miscommunication and then the lack of accountability for matter.
Please understand that this is not the practice of SunsUp Tanning Centerswe pride ourselves on the clarity of the
options we have for membership and services
Based on the miscommunication we are happy to remove the monthly declined fee for the November payment from your accountThe balance on your account at this time is only reflective of the original purchase that is due on the 25th as stated in your communication
Please know that if there is ever a concern in the future we ask that you do contact us at our corporate office to settle the matter one on one
Thank you,
Katherine F*
Corporate General Manager

As stated during the conversation with the customer over the phoneThere is not record of any cancellation for herNeither the binder at the location,or the electronic cancellation form was completedThere is no note on the account of cancellationAs stated on the agreement, there is requirement
of written cancellation for any account to be cancelledThe customer originally stated during the phone conversation that she requested to cancel in September during her last tan and is now stating that she requested in AugustThe customers visit in August was on 8/24/16, if documentation would have been completed, it is still not a day notice.With the lack of written request for cancellation as per the membership the account was activeThe reoccurring monthly continued to be processed and declined for three monthsThe balance on the account for non-payment was $Corporate agreed to work with her on the balance and only charge for the last month, so the balance was reduced to $

Revdex.com:SunsUp and I have agreed to an acceptable alternative agreement and therefore I would like to close this complaintWhile I still firmly believe this business is both unethical and despicable, I do not want to waste my time or the valuable time and resources of the Revdex.com any longer on SunsUp's deplorable charade of an operationThank you to the Revdex.com for your service and assistance in this matter.Sincerely, *** ***

To whom it may concern,We have not received the necessary documentation to support her cancellation requestIf she called over the phone in January, she did not follow the first term on her membership agreement (document 1), which states "all memberships require a written cancellation request
to be submitted to any SunsUp Tanning Centers location thirty days prior to payment due date." This we again addressed in the email to *** sent todayWe would be more than willing to waive her balance if she had the proper documentation to support her case. The final attached document is the terminated account letter she was sent on June 24th explains that she has a past due balance of more than days and then account will be moved to *** *** ***, without resolution this will be the case of *** *** accountWe have already removed the $late fees that were a total of $from her account, please see membership agreement term stating that "there is a $fee for dishonored [late] payments." This has brought her account balance from $to $65.61.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Please know that a review of the customers account (*** ***) indicates that her account was not requested to be canceled until 12/At that point the account was already terminated due to non-paymentThere was a request to freeze the monthly billing for only a $payment for fourth
month that started one the 10/15/payment and ended on 1/15/payment. The balance of the $is the total of there months of none payment from Oct, Nov, Dec A review of *** account shows a cancellation in Sept so he has not been billedIt the customers were hoping to cancel both accounts on 9/that is not what they did. As a courtesy for any misunderstanding the balance of the $has been removed and the collection department has been contacted at this timeThere would be no credit for unused monthsAs stated on the agreement attached until terms and conditions, initial line item six, there is no refund for unused months or unused packages.Thank you for your time.SincerelyKatherine F*
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

THANK YOU Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***