As stated during the conversation with the customer over the phone. There is not record of any cancellation for her. Neither the binder at the location,or the electronic cancellation form was completed. There is no note on the account of cancellation. As stated on the agreement, there is requirement...
of written cancellation for any account to be cancelled. The 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 August. The customers visit in August was on 8/24/16, if documentation would have been completed, it is still not a 30 day notice.With the lack of written request for cancellation as per the membership the account was active. The reoccurring monthly continued to be processed and declined for three months. The balance on the account for non-payment was $340.47. Corporate agreed to work with her on the balance and only charge for the last month, so the balance was reduced to $99.00.
Please know that a review of the customers account ([redacted]) indicates that her account was not requested to be canceled until 12/2014. At that point the account was already terminated due to non-payment. There was a request to freeze the monthly billing for only a $5.00 payment for fourth...
month that started one the 10/15/2013 payment and ended on 1/15/2014 payment. The balance of the $110.61 is the total of there months of none payment from Oct, Nov, Dec 2014. A review of [redacted] account shows a cancellation in Sept 2013 so he has not been billed. It the customers were hoping to cancel both accounts on 9/2013 that is not what they did. As a courtesy for any misunderstanding the balance of the $110.61 has been removed and the collection department has been contacted at this time. There would be no credit for unused months. As 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]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Revdex.com:SunsUp and I have agreed to an acceptable alternative agreement and therefore I would like to close this complaint. While 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 operation. Thank you to the Revdex.com for your service and assistance in this matter.Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
I cancelled with 30 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 owed.. I did not use the service after the cancellation period that should be proof enough
Sincerely,
[redacted]
Addressing her "request to cancel the month to month membership": As one can see from document 1 "[redacted] Membership Agreement," [redacted] had signed to show understanding and to agree statement no. 2 "[a]ll memberships require a written cancellation request to be submitted to any SunsUp Tanning...
Centers location thirty days prior to payment due date. Membership 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 1 "[redacted] Membership Agrement," [redacted] had signed to show understanding and agree to statement no. 7 "[t]here is a $15 fee for dishonored payments. This 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 charges. This was also again addressed and explained to [redacted] in document 2 "Email Conversation P1," in which the Administrative Assistant, Ashley W[redacted] states: "Your current balance sits at $110.61, which breaks down to the EFT of $21.87 for November, December, and January then the $15.00 NSF bank fee per month." She continues in this email to explain that she will waive the $45.00 of NSF bank fees as to work out a payment plan for simply the $65.61 of past due EFT. Addressing her "inconsistent responses and no responses": As one can see from document 4 "Email Conversation P3," Account Receivable Representative, Hannah Schreindl sends a general courtesy message to inform [redacted] of her missed December EFT, to which [redacted] responds in document 3 "Email Conversation P2" that she had called twice to cancel her membership, her card had been compromised, and she never has time to tan. This was our first notification of a desire to cancel her account from her. Hannah S[redacted] then responds that she will "cancel [her] account as of today.... There is also a balance on [her] account for some previous declined months that will need to be taken care of." [redacted] 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 cancel.... as far as I was concerned my membership was canceled months ago and I owed nothing." Referring back to document 1, statement no.2 we 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 4 that gives notice about a missed payment. We communicated thoroughly to [redacted] the requirements to end her month to month membership time and time again. At this time I have removed her from our [redacted] list as well as removed her balance in full. We have communicated to [redacted] that her balance has been waived and we will not be depositing her payment.
As stated during the conversation with the customer over the phone. There is not record of any cancellation for her. Neither the binder at the location,or the electronic cancellation form was completed. There is no note on the account of cancellation. As stated on the agreement, there is requirement...
of written cancellation for any account to be cancelled. The 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 August. The customers visit in August was on 8/24/16, if documentation would have been completed, it is still not a 30 day notice.With the lack of written request for cancellation as per the membership the account was active. The reoccurring monthly continued to be processed and declined for three months. The balance on the account for non-payment was $340.47. Corporate agreed to work with her on the balance and only charge for the last month, so the balance was reduced to $99.00.
Please know that a review of the customers account ([redacted]) indicates that her account was not requested to be canceled until 12/2014. At that point the account was already terminated due to non-payment. There was a request to freeze the monthly billing for only a $5.00 payment for fourth...
month that started one the 10/15/2013 payment and ended on 1/15/2014 payment. The balance of the $110.61 is the total of there months of none payment from Oct, Nov, Dec 2014. A review of [redacted] account shows a cancellation in Sept 2013 so he has not been billed. It the customers were hoping to cancel both accounts on 9/2013 that is not what they did. As a courtesy for any misunderstanding the balance of the $110.61 has been removed and the collection department has been contacted at this time. There would be no credit for unused months. As 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]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Revdex.com:SunsUp and I have agreed to an acceptable alternative agreement and therefore I would like to close this complaint. While 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 operation. Thank you to the Revdex.com for your service and assistance in this matter.Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
I cancelled with 30 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 owed.. I did not use the service after the cancellation period that should be proof enough
Sincerely,
[redacted]
Addressing her "request to cancel the month to month membership": As one can see from document 1 "[redacted] Membership Agreement," [redacted] had signed to show understanding and to agree statement no. 2 "[a]ll memberships require a written cancellation request to be submitted to any SunsUp Tanning...
Centers location thirty days prior to payment due date. Membership 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 1 "[redacted] Membership Agrement," [redacted] had signed to show understanding and agree to statement no. 7 "[t]here is a $15 fee for dishonored payments. This 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 charges. This was also again addressed and explained to [redacted] in document 2 "Email Conversation P1," in which the Administrative Assistant, Ashley W[redacted] states: "Your current balance sits at $110.61, which breaks down to the EFT of $21.87 for November, December, and January then the $15.00 NSF bank fee per month." She continues in this email to explain that she will waive the $45.00 of NSF bank fees as to work out a payment plan for simply the $65.61 of past due EFT. Addressing her "inconsistent responses and no responses": As one can see from document 4 "Email Conversation P3," Account Receivable Representative, Hannah Schreindl sends a general courtesy message to inform [redacted] of her missed December EFT, to which [redacted] responds in document 3 "Email Conversation P2" that she had called twice to cancel her membership, her card had been compromised, and she never has time to tan. This was our first notification of a desire to cancel her account from her. Hannah S[redacted] then responds that she will "cancel [her] account as of today.... There is also a balance on [her] account for some previous declined months that will need to be taken care of." [redacted] 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 cancel.... as far as I was concerned my membership was canceled months ago and I owed nothing." Referring back to document 1, statement no.2 we 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 4 that gives notice about a missed payment. We communicated thoroughly to [redacted] the requirements to end her month to month membership time and time again. At this time I have removed her from our [redacted] list as well as removed her balance in full. We have communicated to [redacted] that her balance has been waived and we will not be depositing her payment.