SunCare

Complaint: [redacted] I am rejecting this response because: this business does not have the right to take my money for a service, then decide to not provide me that full service without informing me, which would have allowed me to decide if I still wanted to pay for the service They remove the choice from the consumer but still take the consumer's money This practice is dishonest and fraudulent because customers are not aware of the practice of putting clients in beds that do not "have new lights", which do not provide the usual expected results the customer is paying for They can do this to anyone under the guise of "protecting" them from UV lights That is a load of crap and is an excuse to make what they are doing look okay, also making it look like the costumer is not knowledgeable to judge for themselves If they need to make extra money that month, if they do not like someone, they can just decide to put them in less functional beds This is not what the consumer expects I only found out about this practice because I did the full time in a high end bed and never even became warm or flushed I have zero result from tanning which is not the usual result I get, and I purchase the same model and length of time every session As I stated before, I only have to go - times a year to receive results I received nothing from the bed they put me in I deserve a refund because they did not disclose their practices of putting customers in beds that do not provide results whenever they feel they should This practice is not posted or in any of their advertisements and is out right wrong It took my freedom to choose away from me as a consumer I never asked for a bed with new bulbs as they keep implying I was told after complaining that if I wanted my usual result from that particular model bed I would have to ask for new bulbs After years of tanning with this company this is unacceptable Why all the sudden in a time of bad business for them are they putting me in a bed that does not provide the advertised results My only inclination is they need the money Which is why they will not refund the money for a service I was sold that did not provide the usual resultsThis business mislead me by their advertisement This business deceived me by taking my money and not providing me the usual service This business deprived me of my rights to choose what I do with my body This business deprived me of my freedom to choose whether or not I wanted to pay for a lesser service This business needs to post their practices so that consumers have the right to decide if they want someone else to choose what kind of bed they should tan in This business clearly sees nothing wrong in what they are doing and I will be writing the AG office because they can not do this to people, it is wrong Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Hello, The bulbs that you were set in had recently been tested and the bulbs were at the standard output for UVIn other words, they didn’t meet the standards to be changedSetting a customer in a bed with brand new bulbs that emit a very high level of UV without consecutive exposure to UV light would be harmful to the skinThe consent form that is signed by every customer that visits our establishments is a liability consent form directed at the UV exposure that one would receive in a tanning bedWe can assure you that there is no fraud being practiced at SuncareIndoor UV exposure is about 2-times more intense than outdoor UV exposure, which is why tanners are only in a tanning bed for few minutes, regardless of the intensity of the bulbsYour tanning schedule with Suncare was looked at very carefully by the consultant, and because of your minimal visits with Suncare, the choice was made to set you in the room you were set to minimize the risk of overexposure, not to “take your money and not provide the service you expect”The price you paid for your single session in a level tanning bed is per session, not per minute, therefore, you could have gone only half the time and still made the same paymentThe bed performs up to standards, as well as the bulbsThey are regularly maintained and changed when they do not meet standardsThe tanning process takes time, regardless of skin typeMelanocytes, when exposed to UVB, produces melanin that is absorbed by other skin cellsWhen exposed to UVA light, the melanin in the skin darkensThe darkening, over time, is your skin’s way of providing itself a natural protection from burningTanning in a level tanning bed only a handful of times per year will not provide a sufficient amount of melanin in your skin to protect the epidermis from getting too much UV exposureOur level tanning beds are equipped with a bulb that is higher in UVA and lower in UVB, which means that it will produce a better and faster tan, in comparison to the level tanning bed that we provide but it is also a more intense bed than the level tanning bed, which means that our consultants must take a closer look at the customer’s tanning history, and in this case, it wasShe proceeded to set you in a bed that had not recently been changed because of the risk for overexposure seeing that you only visit a handful of times per year Thanks, Suncare Management

Complaint: ***
I am rejecting this response because: The business does not disclose to the customer before payment that the customer will be put into a bed that does not have bulbs that work at the usual expected performance, but still takes full payment for a service that is not fully being rendered I did sign a waiver so my choice to tan is up to me and if there were adverse reactions to tanning a few times a year that is also on me I feel it is fraud when I get the results I need with a few tans and then a business not making much on me; then puts me into beds that don't render the same result I have historically received Making it so I have to come in more frequently and pay more to achieve the same results I was getting previously AND there by exposing me even more, to harmful uv rays to achieve the desired results It is fraud to take my money and not provide the service I expect You all know which beds you put me in which means you practice putting people in beds with bulbs that don't perform as described there by causing a customer to have to come in even more to achieve results instead of just putting them in a properly performing bed You make this a practice which says everything that needs to be said You're not worried about my skin health just bringing in a buck in a declining economy so don't even try giving me that horse crap excuse If a customer's health meant that much to you then maybe go out of business and do us tanners a favor Ethically, makes sense Since you're so concerned, that you deprive a paying customer of the tan they paid for out of your sole concern for their health
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

In response to complaint ID: [redacted] ([redacted]) Your review has been read through fully and we would like to offer you some clarity: I would like to re-assure you that we are not out to scam anyone nor are we practicing fraud. Looking back at your account history, we can see that you have not...

tanned with Suncare since June of 2015. The bulbs in the bed that you used are up to standards, as they have been checked and tested recently, and will be continually done in the future. Setting a customer for the full time, who has not tanned since June, in a bed that has brand new bulbs could be harmful to the skin. Suncare is Smart Tan certified and our employees are trained extensively to understand when a burn may or may not occur. We were not setting you in a bed without new bulbs to scam you, we were looking out for you and your skin's safety. For customers who have not been consistent with their tanning routine, the starting time is usually 6 minutes followed by a slow build to the full 12 minutes. If you were to tan in a room that had new bulbs and your skin got harmed in the process, we would analyze the situation and give you our opinion as in what to do next, as we are not medical professionals and cannot legally offer medical advice. It is true that we have all of our customers sign a waiver of liability, but if a true emergency were to occur in the process of using one of our machines, our first step would be to dial 911. Tanning in a high level bed, with brand new bulbs, only four times a year, can put your skin at risk for UV overexposure. Suncare employees are trained to minimize the risks that are associated with overexposure. In this case, setting you in a bed that does not have brand new bulbs, yet still meets standards, was how risks were minimized. We will not offer you a refund because the service was fully received. Attached to this letter are a couple articles explaining how risks are minimized and the standards we, as a tanning salon, must meet in order to be Smart Tan certified. We hope this offers some clarity. Thank you, Suncare management

Complaint: [redacted]
I am rejecting this response because:  this business does not have the right to take my money for a service, then decide to not provide me that full service without informing me, which would have allowed me to decide if I still wanted to pay for the service.  They remove the choice from the consumer but still take the consumer's money.  This practice is dishonest and fraudulent because customers are not aware of the practice of putting clients in beds that do not "have new lights", which do not provide the usual expected results the customer is paying for.  They can do this to anyone under the guise of "protecting" them from UV lights.  That is a load of crap and is an excuse to make what they are doing look okay, also making it look like the costumer is not knowledgeable to judge for themselves.   If they need to make extra money that month, if they do not like someone,  they can just decide to put them in less functional beds.  This is not what the consumer expects.  I only found out about this practice because I did the full time in a high end bed and never even became warm or flushed.  I have zero result from tanning which is not the usual result I get, and I purchase the same model and length of time every session.  As I stated before, I only have to go 3 - 4 times a year to receive results.  I received nothing from the bed they put me in.  I deserve a refund because they did not disclose their practices of putting customers in beds that do not provide results whenever they feel they should.  This practice is not posted or in any of their advertisements and is out right wrong.  It took my freedom to choose away from me as a consumer.  I never asked for a bed with new bulbs as they keep implying.  I was told after complaining that if I wanted my usual result from that particular model bed I would have to ask for new bulbs.  After 8 years of tanning with this company this is unacceptable.  Why all the sudden in a time of bad business for them are they putting me in a bed that does not provide the advertised results.  My only inclination is they need the money.  Which is why they will not refund the money for a service I was sold that did not provide the usual results. This business mislead me by their advertisement.  This business deceived me by taking my money and not providing me the usual service.  This business deprived me of my rights to choose what I do with my body.  This business deprived me of my freedom to choose whether or not I wanted to pay for a lesser service.  This business needs to post their practices so that consumers have the right to decide if they want someone else to choose what kind of bed they should tan in.  This business clearly sees nothing wrong in what they are doing and I will be writing the AG office because they can not do this to people, it is wrong.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Hello,
The bulbs that you were set in had recently been tested and
the bulbs were at the standard output for UV. In other words, they didn’t meet
the standards to be changed. Setting a customer in a bed with brand new bulbs
that emit a very high level of UV without consecutive exposure to UV light
would be harmful to the skin. The consent form that is signed by every customer
that visits our establishments is a liability consent form directed at the UV
exposure that one would receive in a tanning bed. We can assure you that there
is no fraud being practiced at Suncare. Indoor UV exposure is about 2-4 times
more intense than outdoor UV exposure, which is why tanners are only in a
tanning bed for few minutes, regardless of the intensity of the bulbs. Your
tanning schedule with Suncare was looked at very carefully by the consultant,
and because of your minimal visits with Suncare, the choice was made to set you
in the room you were set to minimize the risk of overexposure, not to “take
your money and not provide the service you expect”. The price you paid for your
single session in a level 2 tanning bed is per session, not per minute,
therefore, you could have gone only half the time and still made the same
payment. The bed performs up to standards, as well as the bulbs. They are regularly
maintained and changed when they do not meet standards. The tanning process
takes time, regardless of skin type. Melanocytes, when exposed to UVB, produces
melanin that is absorbed by other skin cells. When exposed to UVA light, the
melanin in the skin darkens. The darkening, over time, is your skin’s way of
providing itself a natural protection from burning. Tanning in a level 2
tanning bed only a handful of times per year will not provide a sufficient
amount of melanin in your skin to protect the epidermis from getting too much
UV exposure. Our level 2 tanning beds are equipped with a bulb that is higher
in UVA and lower in UVB, which means that it will produce a better and faster
tan, in comparison to the level 1 tanning bed that we provide but it is also a
more intense bed than the level 1 tanning bed, which means that our consultants
must take a closer look at the customer’s tanning history, and in this case, it
was. She proceeded to set you in a bed that had not recently been changed
because of the risk for overexposure seeing that you only visit a handful of
times per year.
Thanks,
Suncare Management