Tan Republic

Revdex.com
 
I have been a Tan Republic customer off and on for over 10 years-I have cancelled multiple times with zero hassle and even called to cancel twice. This time I signed up I was told "cancel anytime, no problem". Obviously communication is an issue at this location. My having had surgery has made me unable to drive for the time being-your comments on never having met someone unable to drive after cancer surgery are out of line and I intend to tell everyone of my horrible experience at your facility. 3 friends have already cancelled. A little customer service would have gone a long ways for your business. Ignoring multiple forms of communication is unprofessional and unacceptable. I sincerely hope your word is true because as of 5/27 your staff said I was still a member. I will take further action if this is true. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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 30 days, with one last full draw and then we switch it to Stay and Save, making her monthly dues 11$ instead of the full normal rate. 
We had never received an email from this customer, whether there were technical difficulties on her end, we are unsure. She 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 24-48 hours). Again, she never received this, meaning something went wrong. The 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 frustrated. I 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 somehow. We had nothing from that address. I 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 email. I 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 account. This 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 call. or request to make changes to an account. We go above and beyond to make our customers happy. Unfortunately 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:
The intent of this correspondence is to clarify the circumstances regarding Ms. [redacted] complaint against Tan Republic and clarify the frustrations she has. [redacted] entered the Raleigh Hills Tan Republic facility with her daughter [redacted] on May 25, 2015 and...

purchased a recurring monthly membership known to us as ‘VIT Platinum $99’ for $99+tax monthly. She signed for a commitment term of 3 months with a draft date of the 25th of each month. This would mean that her first of three required drafts would be May 25, 2015 with a final required draft to complete her contractual obligation on August 25, 2015. Ms. [redacted], the financial cosigner and parent/guardian signed on the agreement and agreed to the terms and conditions which state ‘Upon completion of the original membership term, membership continues on a month to month basis until 30 day written notice is received, either via certified mail tour corporate office address or by filling out an in-store cancellation request. Memberships can only be cancelled once the original membership term has been fulfilled.’  Ms. [redacted] did not submit a written notice to cancel to our office or in store by cancellation form therefore the valid agreement continued to bill on a month by month basis. At this time we accept Ms. [redacted] complaint as her written notice to cancel and have terminated the agreement. While this is a valid agreement, we have accepted  Ms. [redacted] chargebacks for the months she is requesting a refund for.
Yours in business, Tan Republic

Complaint: [redacted]
I am rejecting this response because:
Since visiting your establishment I have read the reviews for your company.  Something, I wish I had done before visiting your salon.  According to those reviews, many people have complained about your malfunctioning equipment, etc. and your unwillingness to be a responsible company.  
As of today’s date, I have personally told 312 people, all of whom, tan, spray tan or know someone that does about my experience with your company.  In turn, they are telling their circle of friends.   I have posted my complaint and your response on my employers’ company wide bulletin board which is read by thousands of people just in the Portland-Beaverton area.  People are appalled when they read your response to my email; your own words are the most telling and damning for you.
I am submitting my review whenever and wherever possible.   I am also urging any customers you do have to pay only with a credit card, so they can dispute the charges when you try to rip them off. 
I will not be wasting anymore of my time trying to persuade an unethical company to do the right thing, I will just warn others.  
I don’t want any service from your company; you have many ethical competitors I will happily use.  Whoever makes your company policies is penny wise and pound foolish.  My $30 you pocketed with your shoddy equipment/dubious spray tan fluid and horrible customer service will undoubtedly cost your company hundreds perhaps thousands of dollars in lost revenue.
Good Day
[redacted]

To whom it may concern:
 
We do apologize for this guest's experience at the Hillsboro location. To further explain the salon does has a no refund policy. The booth either sprays clear or bronze DHA (that develop over 4-6 hours) but can vary due to skin's reaction to DHA. There was no...

maintenance request placed on the machine and found no issues with the equipment. We can however place a complimentary spray or UV session for the guest's use anytime in the next year.
 
Sincerely,
Hillsboro Tan Republic

We were made aware of the $15 charge from the customer and refunded the customer the $15 charge the day we were notified.  We apologized for any inconvenience this may of caused and assured that her account was taken care of.  This guests account was rectified and the refund was issued...

immediately. 
If there is any other concern we would be more then happy to accommodate our guest.  We have not heard anything else since the day we issued the owed refund.

Complaint: [redacted]I am rejecting this response because I have had many spray tans and this is the first one I have had where I didn't get any color.  None, not one speck of color.  So either something was wrong with the machine or something was wrong with the fluid or something was wrong with the way your employee set up the tanning season but the problem was something at Tan Republic.  If you don't stand behind your services, why in the world would I want a to try again.
I have attached the email between myself and Keenan.  Also I saw no sign, no notification of any sort saying that services were non-refundable. I just want my $30 back.
Sincerely,[redacted]