Tan Republic

To whom it may concern: The intent of this reply is to clarify the charges Ms [redacted] has accured and the terms and conditions of her active service contract with the company Ms [redacted] purchased a month membership for gold and sunless services with a selected draft date of the 15th of each monthShe purchased the service contract on May 3, at the Clackamas Tan Republic location meaning the first of required draws would be on May 15, and the final required draw of her agreement on April 15, The card the guest placed on file to be auto deducted her dues declined on May 15, resulting in a $late feeOur guest relations manager makes attempt to collect this payment and resolve any issues that may have taken place - he spoke with Ms [redacted] on the phone that expressed her interest in terminating her agreement at which time she did not elect to take any of the options for early termination The past due amount was rebilled successfully on June 3, allowing her membership to be active and available for use (as the draw prefunds the month of service - therefore no payment results in no ability to use a non-funded service agreement)Again on June 15, the membership declinedOur guest relations manager attemted to call the guest and the number was no longer available to call The past due month was resubmitted and collected on July 1, bringing the account currentThe details below May - May (paid at time of sign up) - services used May 16-June (payment auto debited on May but was not successfully collected until June 3) June 16-July (payment auto on June 15, not successfully collected until July 1) Ms [redacted] has been actively using her membership at active times that the payment was paid currentEach payment of her month service contract will continue to draft on the 15th of each monthTherefore we deem the frustrations of the guest as a dispute on the terms and conditions of her active and legitimate service contract that is to be resolved with billing rather than legal advisory department with the company The appropriate individual to discuss the options if the guest wishes to elect early termination is Zack with the guest relations department at (503-206-4221), to clarify while this line may have been busy has never been inactive Thank you, Tan Republic

Revdex.com, Re: Case [redacted] I was assured today through email, that Tan Republic has, " terminated the contract with no further financial or contractual obligation." This matter has been resolved Thank you, [redacted]

I got an email regarding [redacted] wanting to cancel I cancelled [redacted] without having a cancellation form that is needed and told to the customer at time if signup I do not have ryde employees and went ahead and cancelled [redacted] with our the proper papers I have never heard of someone having melanoma and not being able to come in and sign a paper Again, I cancelled [redacted] with out having the proper cancellation papers signed and did not add on another payment which the customer is always told at time of sign up that there is one last payment taken out so cancel knowing you will be able to tan for days after cancelation Having had thousands of customers in the past and present with no problems who do you think has the problem understanding the cancelation process Again, [redacted] gas been cancelled and I did not take another payment from her

To whom it may concern: We urge the Revdex.com to consider this a frustration with a valid service contractMs [redacted] signed a month agreement that is valid and agreed to the terms and conditions of said agreement (hence there would be no asking someone within a contract if they wish to continue their contract during their term)A representative signed said agreement meaning our responsibility is to provide service as outlined within the agreement, which has not changedTherefore this is not an issue to be resolved with legal, rather guest relations that is not through the Revdex.com or any other platform to resolve a *discrepancy [redacted] with a contractOur records show this guest has in fact been in contact with Zack and is welcome to contact the department (which has been given a copy of this correspondence for further review) at the phone number listed or [email protected] Thank you

The customer who issued the complaint, had our Bronze Without Borders Membership, She wanted to switch to our downgraded membership option called Stay and Save, as she explained in her complaint In order to do so, The customer needs to send an email to ' [redacted] @tanrepublic.com', requesting the service be downgraded, which takes days, with one last full draw and then we switch it to Stay and Save, making her monthly dues 11$ instead of the full rate We had never received an email from this customer, whether there were technical difficulties on her end, we are unsureShe never received an auto reply, which indicates she sent it to the wrong address or it never actually came through(All emails sent to any of our Tan Republic email address' get an auto reply, indicating we will be in contact within 24-hours)Again, she never received this, meaning something went wrongThe customer explains that she sent one more email trying to contact us, which also never went through, she never received an auto reply She then calls one of the Tan Republic locations and asks for my number, I get a call from her and she explains the situation and that she is frustratedI completely understood her frustration, I got her email address and immediately searched our email to see if her previous emails got sent to junk or overlooked somehowWe had nothing from that addressI emailed her asking to forward the emails she previously sent I then backdated her downgrade request from when she originally tried to send the first emailI explained that we could downgrade her membership for her and add a credit to her account in order to make up for the difference in amounts that pulled from her accountThis credit is for her to use towards her next several months of stay and save I have been in contact with this customer several times since I've heard of her incident, to insure that everything is taken care of and that she is satisfied! We would never ignore an email, phone callor request to make changes to an accountWe go above and beyond to make our customers happyUnfortunately if I do not receive an email or phone call, I can not make any changes to an account Thank you

To whom it may concern: We do apologize for this guest's experience at the Hillsboro locationTo further explain the salon does has a no refund policyThe booth either sprays clear or bronze DHA (that develop over 4-hours) but can vary due to skin's reaction to DHAThere was no maintenance request placed on the machine and found no issues with the equipmentWe can however place a complimentary spray or UV session for the guest's use anytime in the next year Sincerely, Hillsboro Tan Republic

The customer who issued the complaint, had our Bronze Without Borders Membership, She wanted to switch to our downgraded membership option called Stay and Save, as she explained in her complaint.? In order to do so, The customer needs to send an email to ' [redacted] @tanrepublic.com', requesting the service be downgraded, which takes days, with one last full draw and then we switch it to Stay and Save, making her monthly dues 11$ instead of the full rate.? We had never received an email from this customer, whether there were technical difficulties on her end, we are unsureShe never received an auto reply, which indicates she sent it to the wrong address or it never actually came through(All emails sent to any of our Tan Republic email address' get an auto reply, indicating we will be in contact within 24-hours)Again, she never received this, meaning something went wrongThe customer explains that she sent one more email trying to contact us, which also never went through, she never received an auto reply? She then calls one of the Tan Republic locations and asks for my number, I get a call from her and she explains the situation and that she is frustratedI completely understood her frustration, I got her email address and immediately searched our email to see if her previous emails got sent to junk or overlooked somehowWe had nothing from that addressI emailed her asking to forward the emails she previously sent.? I then backdated her downgrade request from when she originally tried to send the first emailI explained that we could downgrade her membership for her and add a credit to her account in order to make up for the difference in amounts that pulled from her accountThis credit is for her to use towards her next several months of stay and save? I have been in contact with this customer several times since I've heard of her incident, to insure that everything is taken care of and that she is satisfied! We would never ignore an email, phone callor request to make changes to an accountWe go above and beyond to make our customers happyUnfortunately if I do not receive an email or phone call, I can not make any changes to an account? Thank you ? ?

Thank you for making us aware of Ms***'s concerns
Our guest relations manager spoke to Ms*** today, and our understanding is that she received (3) platinum-level tans as a full and fair settlement of her concerns
Again, we appreciate having had this opportunity to make this right by
Ms***, and we hope that she comes back in to tan with us again soon
Yours in business,
Tan Republic

To whom it may concern:
The intent of this correspondence is to respond to the complaint initiated by *** *** to the Salem Tan Republic location (reference ID ***)
For reference, Tan Republic is a franchised organization with different management between Salem and Portland PDXWe
apologize for the delay in communication and time lapsed as this complaint and the issue at hand has been bounced between two corporate locations
Ms*** canceled her recurring EFT transaction in September and was charged for one additional month in errorShe spoke to Zack in the Portland Corporate office and was thereafter put on the refund list for the month charged in errorThis was expedited and mailed to Ms*** this past weekWe do sincerely apologize for any inconvenience to Ms*** and do hope that this matter has since been resolved
Yours in business,
Tan Republic

Complaint: ***I am rejecting this response because:Sincerely,*** ***
most of the response was completely false No one ever attempted to contact me one single time My phone number is the same as it was when I signed up and it's the same number I've left on Zack's voice mail No one ever asked me if I wanted to continue my contract No one is even answering the phone or returning my callsI have NOT been actively using the service as my a count has been mishandled since day one The issues that led me to cancel services were not even addressed in their response to this claim The last time I tried to call Zack and the store itself, I got a recorded message saying these were no longer working numbers I will not accept anything other than a full refund of all monies paid to date

The response reiterates the customer's original complaintI stand by my factual account of what occurredThe night on the 27th I offered to move the sessions to the Willamette storeHe turned to his wife and asked if that would be okay, but she declinedThe employee working at Santa Clara heard the question asked to her and the answerI understand this customer disagrees, but I have nothing further to elaborate on

The customer who issued the complaint, had our Bronze Without Borders Membership, She wanted to switch to our downgraded membership option called Stay and Save, as she explained in her complaint.?
In order to do so, The customer needs to send an email to '***@tanrepublic.com',
requesting the service be downgraded, which takes days, with one last full draw and then we switch it to Stay and Save, making her monthly dues 11$ instead of the full rate.?
We had never received an email from this customer, whether there were technical difficulties on her end, we are unsureShe never received an auto reply, which indicates she sent it to the wrong address or it never actually came through(All emails sent to any of our Tan Republic email address' get an auto reply, indicating we will be in contact within 24-hours)Again, she never received this, meaning something went wrongThe customer explains that she sent one more email trying to contact us, which also never went through, she never received an auto reply? She then calls one of the Tan Republic locations and asks for my number, I get a call from her and she explains the situation and that she is frustratedI completely understood her frustration, I got her email address and immediately searched our email to see if her previous emails got sent to junk or overlooked somehowWe had nothing from that addressI emailed her asking to forward the emails she previously sent.?
I then backdated her downgrade request from when she originally tried to send the first emailI explained that we could downgrade her membership for her and add a credit to her account in order to make up for the difference in amounts that pulled from her accountThis credit is for her to use towards her next several months of stay and save? I have been in contact with this customer several times since I've heard of her incident, to insure that everything is taken care of and that she is satisfied!
We would never ignore an email, phone callor request to make changes to an accountWe go above and beyond to make our customers happyUnfortunately if I do not receive an email or phone call, I can not make any changes to an account? Thank you
?
?

To Whom it May Concern,Thank you for affording Tan Republic Eugene/Springfield the chance to explain what was offered to resolve this customer complaint. On 12/27 I received a phone call at 8:35pm from the Operations Manager. She was very distressed and crying. I asked her what happened and she...

explained a phone conversation she had just completed with the customer who filed this complaint. She explained the customer concerns about the tans on their account and not being able to use them at the Willamette street location. She explained to me that she was trying to explain that they could tan that evening, and provide options to help them wit their concerns such as switching their sessions to that location if they prefer the beds there. However, the Operations Manager was unable to explain this to the customer because he was not allowing her to speak. She also informed me that the employee working at the salon had called her, also upset from the way the customers where speaking to her. The employee followed proper procedure by calling the Operations Manager to discuss the customer concerns. I got the names of the customers and since it was late, I planned on following up with them first thing in the morning. This was the first I had heard of any concerns from these individuals. At 8:57pm I checked our security cameras at all four locations and noticed two people that seemed visibly upset at the Santa Clara location. The man and woman matched the description of the customers who were previously complaining at Willamette. I decided to call the woman at 8:59pm and discuss their concerns in order to alleviate the employee who was working at Santa Clara. Her husband answered the phone and I introduced myself and explained that I heard they had some complaints and were looking for a resolution. I listened to all of his concerns and apologized for any miscommunication that might have occurred. I explained that I never received the email he said was sent on the 12th or else I would have addressed it right away and apologized again. I first offered to give them back the four tans they were unhappy with and transfer the whole package from the Santa Clara location to the Willamette location. They were not satisfied with that. I then offered to refund them the value of the four tans they were unhappy with, plus the four remaining on their account, which came to $211. He was still not satisfied with that option and only wanted a full refund of the original purchase, which included a tanning lotion and the ten session package. I explained that since there is nothing wrong with the lotion and we just recently re-lamped the beds at Willamette in November, that the $211 was all I was willing to refund. They used two of the ten sessions at Willamette previously on 12/8. A new employee helped them that day and failed to notice the sessions were not for that location. I apologized for the employee mistake, which was part of the justification for offering the refund of $211. As for not receiving the email he sent on 12/12, I also apologized for not knowing his concerns and explained that I know now and want to help them. He was not satisfied with the option and started threatening to take us to court and leave bad reviews of the business. I apologized again and explained I was sad that the refund was not sufficient, but just don't feel like the full refund of the purchase is a justified conclusion, since we take perfect care of or equipment. The phone conversation ended.I called the employee at the Santa Clara location to see how he was doing. He was shaken, and a bit stressed out due to the the customers threatening demeanor and raised voices. At 9:55pm, I received a text message from the woman. (I attached the conversation.) She was asking to get a full refund for all the sessions, but understood the lotion was non-refundable. I responded with the offer I had presented to her husband, since they used 2 tans at the Willamette st location. The next day I checked the maintenance log of the Diamond bed in question at Santa Clara. There had been no submissions of any problems in the month of December or else they would have been addressed right away. I went to the woman's tanning account and saw a note from 12/4 from the employee who sold them the package. The employee noted that the customer complained that the bed wasn't working properly. After the customer left, another customer used the bed immediately after and had heard the woman's complaints about the bed. After the customer finished his session he explained to the employee that everything worked just great and he didn't know what the lady had a problem with. The employee ran a test on the bed to ensure all the lamps were working and they were all lit up like normal. This employee is the Store Leader (manager) of that location and knows everything that goes on. She had not received any complaints from anyone else about the bed, so she just put the note on the customer account and also offered a free tan since the woman was upset. The woman declined and was pleasant about it. The woman's husband had also tanned right before her and had no complaints that day about his experience. Tanning is a gradual process that can take weeks to develop dark results. It is very rare for an individual to receive a dark tan after two sessions, even in a high pressure bed. This applies to any tanning salon. Only individuals with skin type 5 or higher receive results in one session. Both of the customers who filed this complaint have skin types 2 & 3 which means it will take minimum 3-5 sessions at to start to see results. Other factors such as diet, cosmetics, perfumes and medication can also effect results. It's just the biology of the human body. We have not received any complaints about the Diamond bed at Santa Clara since it's installation in May of 2015. We meticulously maintain our equipment and follow all laws and regulations that govern the tanning industry. We stand in confidence that our services provided are of highest quality. I also immediately addressed the concerns with the customer, even at the late hour. Due to the immediate customer service that was provided and the state of our equipment as being fully functional, I feel the refund offered is more than sufficient. I followed up with Corporate about the email the man says he submitted on 12/12, I asked if they had received it, which they had not. We tested the website and seemed to be working fine. Our technician concluded that there must of been a glitch that occurred that day. Again, this was part of the decision to refund all tans they were unhappy with at Santa Clara and the unused ones. As for the washing machine running on cold, we use bleach and laundry soap for washing the towels, which properly sanitizes them.

Complaint: [redacted]
I am rejecting this response because: First of all, the response is nothing but a narrative of things from the perspective of the business, with no resolution provided.  IT ALSO FAILS TO MENTION THAT THE BUSINESS HAS NOW BARRED US FROM THEIR PREMISES BASED ON US COMPLAINING ABOUT THE QUALITY. I am very sorry that any of the employees were upset by the experience, frankly my wife and I are as well.  It is important to point out that at no point did we act hostile to the employees we dealt with, and repeatedly made it very clear that we have no issue with them, only the company's policies.  These are young employees who are being forced to represent and stand behind an inferior product and from my perspective it is their employer's continued inability to work with customers that we heard the frustration coming from. The business claims that on 12/27 we were given a choice of moving our tans from Santa Clara to Willamette, which was all we were asking for at that point, and if that offer had actually been made there would not be a complaint.  That simply didn't happen, I had a full conversation with the manager on the phone and she had every opportunity to offer a suggestion other than "you can only use the tans from the store you purchase them from."  We had obviously already made a decision to use the remaining tans at the Willamette location, so of course we would have accepted that option if it was presented. I will agree that the store employee did offer us free tans that night for the Willamette location, which we declined because we don't want a free tan, we simply wanted to use the tans that we had paid for. While I believe that the business didn't receive the email I sent on 12/12, that is not my responsibility.  I went to the businesses website and submitted an email online (I cut and pasted the email into my own document so I would have record).  It did appear that the email was going through a corporate website, but as the only option I made the assumption that Tan Republic's corporate site fed emails to the franchisees' .   I do take exception offense to any assertion that our mannerisms constituted a "threatening demeanor".  The employee writing the response was not there and can paint whatever picture she would like from her review of the situation, but the video will show that at no time was our behavior "threatening".  Were we upset, of course, but people have the right to be upset.  I was on the phone with the employee almost the whole time I was in the store, and my wife is half the size of the employee who was working, and had nothing but empathy for the employee who couldn't stop apologizing for the position the business was taking. I don't believe the business is being truthful regarding their records for the "Diamond" bed at Santa Clara.  She states that there had been no submissions of complaints, though then acknowledges that our account had notes about the bed, which weren't submitted to the maintenance log.  How many other times does this happen?  I'm also not surprised that people who use the Santa Clara store feel the bed is working, because they have no access to true Diamond level lamps and beds.  It performs fine to them because that is all they use, if they went to the Willamette store and used those beds, they would feel the same way we do. The business also claims that since I used the beds and didn't also complain, I was okay with the experience - that makes no sense, my wife was already sharing her experience with you so I didn't feel that I needed to stand behind her and say the exact same thing. We are very familiar with the tanning process - because we have tanned at the Santa Clara store on that same Diamond bed in 2015 when it worked, though the business claims that bed was installed in May of 2015 - we tanned in Feb/Mar of 2015 on what I believe is the same bed, so I don't believe that it was installed in May of 2015, as the same model bed in the same room at the same location was working great in Feb/Mar, so those records seem suspect. The reason we refused the refund that was offered is because, as the business states in their response "Tanning is a gradual process", thus the one tan each that we used at Willamette had no value.  We purchased the 10 tans and the lotion to be used as a process, and one tan here or there does not work.  The lotion also is dependent on the entire process, basically we simply asked the business to recognize what they are saying in there response - that tanning is gradual and the entire package was purchased with a plan.  Take away key aspects of that plan and the entire purchase is worthless. At this point the rude behavior and substandard product is the reason we are asking for a full refund.  More importantly, there is no tanning beds that are called "Diamond", this is meant to be a quality level, which means that the beds are less important than the performance of the beds.  We bought a "Diamond" package and don't care what bed it is, we wanted a "Diamond" quality performance, which the Santa Clara bed does not meet. Regarding the use of bleach and laundry soap making it okay not to use hot water - that will be for the Health Department to decide. From our perspective, we have tried to be reasonable.  We started with not even wanting a refund - just transfer our tans to Willamette - they declined (but are now saying that they did make that offer - then why are we here?).  After refusal of service, ignoring emails, and now BANNING US FROM TAN REPUBLIC because we were unhappy customers (who they technically still have unused tans on the books), we are past the point of a partial refund.  I view this as a breach of contract on the behalf of Tan Republic, and if there position is to ignore the concerns of customers and then ban them from the store for simply asking for a refund and then asserting our legal rights, then I guess the legal path is the only way to take this.   
Sincerely,
[redacted]

Revdex.com,   Re:  Case [redacted]    I was assured today through email, that Tan Republic has, " terminated the contract with no further financial or contractual obligation." This matter has been resolved.   Thank you,   [redacted]

To whom it may concern:
The intent of this reply is to clarify the charges Ms. [redacted] has accured and the terms and conditions of her active service contract with the company.
Ms. [redacted] purchased a 12 month membership for gold and sunless services with a selected draft date of the 15th of...

each month. She purchased the service contract on May 3, 2016 at the Clackamas Tan Republic location meaning the first of 12 required draws would be on May 15, 2016 and the final required draw of her agreement on April 15, 2017.
The card the guest placed on file to be auto deducted her dues declined on May 15, 2016 resulting in a $10 late fee. Our guest relations manager makes attempt to collect this payment and resolve any issues that may have taken place - he spoke with Ms. [redacted] on the phone that expressed her interest in terminating her agreement at which time she did not elect to take any of the options for early termination.
The past due amount was rebilled successfully on June 3, 2016 allowing her membership to be active and available for use (as the draw prefunds the month of service - therefore no payment results in no ability to use a non-funded service agreement). Again on June 15, 2016 the membership declined. Our guest relations manager attemted to call the guest and the number was no longer available to call.
The past due month was resubmitted and collected on July 1, 2016 bringing the account current. The details below
May 3 - May 15 (paid at time of sign up) - services used
May 16-June 15 (payment auto debited on May 15 but was not successfully collected until June 3)
June 16-July 14 (payment auto on June 15, not successfully collected until July 1)
Ms. [redacted] has been actively using her membership at active times that the payment was paid current. Each payment of her 12 month service contract will continue to draft on the 15th of each month. Therefore we deem the frustrations of the guest as a dispute on the terms and conditions of her active and legitimate service contract that is to be resolved with billing rather than legal advisory department with the company.
The appropriate individual to discuss the options if the guest wishes to elect early termination is Zack with the guest relations department at (503-206-4221), to clarify while this line may have been busy has never been inactive.
Thank you,
Tan Republic

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] I only resorted to Revdex.com because I have been unsuccessful in reaching anyone within the company.  I'm through with this nonsense.   My bank account has been grossly mishandled and the services I was told I was signing up for turned out not to be the services I was given.  I'm not negotiating this matter.  A full refund of all monies paid is the only resolution I will accept

To whom it may concern:
We urge the Revdex.com to consider this a frustration with a valid service contract. Ms. [redacted] signed a 12 month agreement that is valid and agreed to the terms and conditions of said agreement (hence there would be no asking someone within a contract if they wish to continue their contract during their term). A representative signed said agreement meaning our responsibility is to provide service as outlined within the agreement, which has not changed. Therefore this is not an issue to be resolved with legal, rather guest relations that is not through the Revdex.com or any other platform to resolve a *discrepancy* with a contract. Our records show this guest has in fact been in contact with Zack and is welcome to contact the department (which has been given a copy of this correspondence for further review) at the phone number listed or [email protected].
 
Thank you.

To whom it may concern:
Due to a guest's personal expectations of how a spray tan should turn out Tan Republic is unable to provide a refund against this service. We would be happy to provide the guest another opportunity to re-spray at no additional charge.
 
Sincerely,
Guest Relations

I got an email regarding [redacted] wanting to cancel.  I cancelled [redacted] without having a cancellation form that is needed and told to the customer at time if signup.  I do not have ryde employees and went ahead and cancelled [redacted] with our the proper papers.  I have never heard of someone...

having melanoma and not being able to come in and sign a paper.  Again, I cancelled [redacted] with out having the proper cancellation papers signed and did not add on another payment which the customer is always told at time of sign up that there is one last payment taken out so cancel knowing you will be able to tan for 30 days after cancelation.  Having had thousands of customers in the past and present with no problems who do you think has the problem understanding the cancelation process.  Again, [redacted] gas been cancelled and I did not take another payment from her.