Ultra Tanning Center

Today when I read the complaint that Mrs. filed with the Revdex.com I was very disheartened. Even today the 13th of November she was in and used her package. I reached out to all of our staff to find out if Mrs. had approached any of the employees regarding her wanting a refund, or perhaps her daughter(***) had? Everyone had the same response that she indeed had not. I looked at both accounts and saw (which I knew Mrs. was indeed still using her package) that both women were using packages. Here are the facts. We did lose our East Wenatchee location. The landlords chose to raise the rent due to the increased property taxes in the area, as well as the increase in building/homes on that side of the river. It was a tough decision as we were in that location for almost 20 years, however with the general cost of doing business, the decline in our industry, and the rising minimum wage in our state; we knew if we attempted to stay in that location at the proposed rent we may jeopardize the future of both locations. It seemed like the most responsible thing for us to do would be close one location. We chose to keep the larger of the 2 locations open. Mrs. states that she showed up to the salon one day and that the sign said closed and that they would have to start using the Wenatchee location. We had signs up saying that we would be moving for 3+ weeks. Mrs. also implies that the East Wenatchee location was larger location. This statement is false. Our East Wenatchee location was 1500 square feet, our Wenatchee location is well over 3000. In East Wenatchee we only had 2 working beds in Mrs. package that she purchased, each were a 20 minute bed. Meaning that if someone went in that be for the full 20 minutes before her she would have to wait that length of time, or choose to come back. In our Wenatchee salon we have 5 of the Tropical beds in Mrs. package. 3 of these beds are a 12 minute max time, one 15 minute max time, and one 20 minute max time bed. The beds that she refers to that are still down are not even in her package. As a result of the housing boom in our area, we are waiting for a electrician to come in and hook up these beds. As for the packages that were purchased the one year package that usually sells for $250.00 I am still trying to determine if Mrs. actually purchased both of the packages. I do however see that she purchased them on a sale. She purchased hers for $189.00 before tax. That is a $61.00 discount, further more those beds sell individually for $8.00 + tax each, the month for this bed sells for $45.95 plus tax, we also have a package for 12 sessions in the tropicals for $51.00 plus tax, or a package of 5 for $25.00. I have enclosed copies of her package and use of as well as her daughters account ***, as you can see that they both have used their packages more than enough to have the packages more than pay for themselves. As for the NO APPOINTMENT claim. We have never made appointments for the LEVEL ONE/ TROPICAL BEDS. Mrs. was aware of this as was her daughter since they have been coming to our establishment for over 10 years and we have never offered appointments for these beds.To address the several attempts to reach an owner or manager. Unfortunately this is completely untrue. First of all as I mentioned prior, none of the staff have had her request to have myself, or the owners contact her. Secondly I the manager frequently help her! She knows exactly who I am and speaks with me in great detail about her life. So I am curious as to why she has never mentioned that she would like a refund! I believe we know why. I have included copies of the accounts for you to establish that she is using this account, and that I feel that she has more that got her moneys worth out of it. In yellow I have highlighted the times that she has been upgraded free of charge. I would also like to once again touch upon the costs of our Tropical packages. For the $189.00 that she purchased at a discount. If you take that amount that she paid and divide it by how many times that she has actually tanned it works out to $1.60 per session.In closing I hope that you see this for what it is, and remove the complaint. We have worked very hard to accommodate her, and she has never been turned away when she has come in to tan. Sincerely,Jayme SUltra Tan Manager