Tan Republic - Oregon City

Complaint: [redacted] I am rejecting this response because: tan r [redacted] took out $after I had placed it on hold for a yearThey did not hold up on their agreement so I cancelled my cardAgain when I spoke to their repOver the phone they agreed to hold for a yearEven the collections guy said months to a yearWhy wouldn't they try and call me ? It's been yearI would have gone back if they actually contacted meSincerely, [redacted]

To whom it may concern: We appreciate the opportunity to address these concerns against our business as well as clarify the events that lead to this escalated patron concernPlease review the facts below from both our guest relations department and legal department Ms [redacted] was within a commitment and due to her pregnancy placed her account on a staynsave hold, she did not cancel her membershipCancellation paperwork is the selected option (with a transfer, buyout or hold option) clearly stated as the three options on the paperwork completedMs [redacted] as she was in contract elected to place her membership on a hold paying $10+tax monthly each month until she was able to resume her contractWe offer a month hold for guests within contract, whereas this is a service that is generally (with contractual obligations) not eligible until a contract term has been completedFor pregnancies or medical reasons we of course allow an extended hold Ms [redacted] 's card on file was unsuccessfully charged after the third month of staynsave resulting in a balance on her accountWe allow for days and three attempts to reach the guest before referring to a payment centerThe process for notifying the customer is then outsourced to a collections agencyHere are the attempts to (and successful connection via phone to Ms [redacted] ) as recorded in our internal system and the collections agency"Customer acknowledges that she is on staynsave hold and was told to come back (resume membership) when ready." The extended hold is warranted and as a company we've honored that commitment however this guest has acknowledged her agreement, went on the staynsave hold on July 13, and has since that time defaulted on her agreement We believe this is a billing dispute however at this time this account has been referred to Capital Credit Collections (CCCS) and we are unable to provide any additional services at this timeWe are required by law, after exhausting all attempts to resolve with guest, to refer her to CCCS Yours in business, Tan R [redacted]

Dear Ms***,I am very sorry to hear about the issues you have experienced at our Oregon City locationI understand your frustrations and I am happy to address them to reach resolution with youWe did have a programming issue on the VersaSpa spray booth and our internal maintenance team worked to fix the issues that were a result of unauthorized changes from an outside contractor that was just scheduled to do a regular cleaning on the machineIt was very frustrating for us to have that inconsistency with our machine so I certainly understand your position and we want to make this right by you.To explain the charges - you originally had a gold/mystic $89+tax EFT that was upgraded to a $+ tax gold/red light/mystic for monthsThis was signed by you on August 26, at Oregon City with our associate ***I have received a copy of this agreement from [redacted] and have attached it here (no financial information visible)The increase in rate was due to the addition of the red light service to your membershipAs of your May 25, payment you are 9/months complete on your month agreement which is why the associate explained that there would be a buyout feeGiven the issues you've experienced this is clearly a different situation that we will work together to resolveAs for the $balance, there is no record of this on your account ledger so as with ***, I am unclear why this information was given to youHowever, it was incorrectYour account is, and has been, in good standing for each consecutive draw in My apologies for that confusion, but there is nothing displaying on your account, and this history cannot be deleted from the system (and revisions or corrections are documented)I see you have not been in for a few weeks so I would like to first offer that your June 25, payment be on usI have personally called our Oregon City salon and reviewed maintenance and the machine is delivering beautiful color with no issues whatsoeverWe appreciate your patronage and value you as a guest! We'd love to make this right by you and continue to provide you with services.I await your response.Sincerely, [redacted] ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: [redacted]I am rejecting this response because: tan r[redacted] took out $125 after I had placed it on hold for a year. They did not hold up on their agreement so I cancelled my card. Again when I spoke to their rep. Over the phone they agreed to hold for a year. Even the collections guy said 6 months to a year. Why wouldn't they try and call me ? It's been 1 year. I would have gone back if they actually contacted me. Sincerely,[redacted]

To whom it may concern:
We appreciate the opportunity to address these concerns against our business as well as clarify the events that lead to this escalated patron concern. Please review the facts below from both our guest relations department and legal department.
Ms. [redacted] was within a...

commitment and due to her pregnancy placed her account on a staynsave hold, she did not cancel her membership. Cancellation paperwork is the selected option (with a transfer, buyout or hold option) clearly stated as the three options on the paperwork completed. Ms. [redacted] as she was in contract elected to place her membership on a hold paying $10+tax monthly each month until she was able to resume her contract. We offer a 3 month hold for guests within contract, whereas this is a service that is generally (with contractual obligations) not eligible until a contract term has been completed. For pregnancies or medical reasons we of course allow an extended hold. 
Ms. [redacted]'s card on file was unsuccessfully charged after the third month of staynsave resulting in a balance on her account. We allow for 90 days and three attempts to reach the guest before referring to a payment center. The process for notifying the customer is then outsourced to a collections agency. Here are the attempts to (and successful connection via phone to Ms. [redacted]) as recorded in our internal system and the collections agency. "Customer acknowledges that she is on staynsave hold and was told to come back (resume membership) when ready." The extended hold is warranted and as a company we've honored that commitment however this guest has acknowledged her agreement, went on the staynsave hold on July 13, 2014 and has since that time defaulted on her agreement.
We believe this is a billing dispute however at this time this account has been referred to Capital Credit Collections (CCCS) and we are unable to provide any additional services at this time. We are required by law, after exhausting all attempts to resolve with guest, to refer her to CCCS.
 
Yours in business,
Tan R[redacted]

Dear Ms. [redacted],I am very sorry to hear about the issues you have experienced at our Oregon City location. I understand your frustrations and I am happy to address them to reach resolution with you. We did have a programming issue on the VersaSpa spray booth and our internal maintenance team worked...

to fix the issues that were a result of unauthorized changes from an outside contractor that was just scheduled to do a regular cleaning on the machine. It was very frustrating for us to have that inconsistency with our machine so I certainly understand your position and we want to make this right by you.To explain the charges - you originally had a gold/mystic $89+tax EFT that was upgraded to a $99 + tax gold/red light/mystic for 12 months. This was signed by you on August 26, 2014 at Oregon City with our associate [redacted]. I have received a copy of this agreement from [redacted] and have attached it here (no financial information visible). The increase in rate was due to the addition of the red light service to your membership. As of your May 25, 2015 payment you are 9/12 months complete on your 12 month agreement which is why the associate explained that there would be a buyout fee. Given the issues you've experienced this is clearly a different situation that we will work together to resolve. As for the $100 balance, there is no record of this on your account ledger so as with [redacted], I am unclear why this information was given to you. However, it was incorrect. Your account is, and has been, in good standing for each consecutive draw in 2015. My apologies for that confusion, but there is nothing displaying on your account, and this history cannot be deleted from the system (and revisions or corrections are documented). I see you have not been in for a few weeks so I would like to first offer that your June 25, 2015 payment be on us. I have personally called our Oregon City salon and reviewed maintenance and the machine is delivering beautiful color with no issues whatsoever. We appreciate your patronage and value you as a guest! We'd love to make this right by you and continue to provide you with services.I await your response.Sincerely,[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]