California Sun

I am rejecting this response because:I know now that the receipt stated that all sales were final, but it's the moral or what happened that I'm upset about. The employee never told me that 1 tanning session was for 15 dollars, nor did she tell me any difference between a high powered bed and a standard bed. I'm not an avid tanner at a salon, it was something to do with my friend while I was in town. I told the employee that I was only here for a week and she suggested an unlimited tanning session for a week for 10 dollars. That sounded great to me! She also told me to buy a bottle of lotion because it was only 28-30 dollars so I wouldn't have to buy 3 single use packages. She charged me $40 for the lotion, which is no big deal, but charged me $45 dollars for 3 tanning sessions that I would have never bought for that much in the first place. Especially when she told me an unlimited week was $10. It is my fault for not catching this after I signed my receipt, but I should be able to trust a companies employees to charge me for what I was asking for. When I went in the next day and explained my situation, she said it must have been a mistake and she would call corporate so I could get a refund. Then I was charged an additional $10 in order to use the unlimited week that I was originally wanting, which the employee said she was so sorry to even have to ask, so my overall total was $102. I would have never bought the second unlimited week for $10 if the employee wouldn't have assured me that I would receive a discount. Especially when I found out later that they were giving unlimited monthly sessions for $25 dollars. I could have tanned for two months, unlimited, for the amount she charged me for 3 sessions! I don't even know why 1 session is so high. Their employees need to be trained more thoroughly and they need to tell people exactly what they are charging them for, instead of just putting something in the computer and running someones card before they give the total. Then after the first time I paid, I did tan, but I was not told it was a different kind of bed and I don't know any differences in the way they look or work, so I used it thinking it was for the unlimited week. When I tried to get my money back for the 3 sessions, they told me I already used one 15 minute session, which I had no idea it was even a different bed. This is so unethical and not honest. They would not even work with me and refund me even the small amount of 30 dollars in order to work with me even after I paid again for what I actually wanted. They said they would credit my account but I am not from Sacramento, nor would I want to use their services again. The only option they offered me was a gift card. If I owned a business, I would do anything to make my customers happy and keep them coming to my establishment. After this, I will never go to California Sun again and I will deter any family or friends that do because I do not want anyone to support this kind of theft from any business. I want my voice to be hear, even though it's over something so small, but it's disappointing and they literally stole money from me.

I am rejecting this response because:The statements stated are false.    In June of 2011 a California Sun employee ([redacted]) called and left a message stating that everything has been worked out and they have credited me 2 sunless tans.California Sun then stated: "Our records indicate that one session was utilized in store from 2011-2012." that is false because I was pregnant and your advised NOT to use a enclosed spray machine.California Sun then stated: "and the final unit remaining was utilized on February 28, 2013." that is false as well, because I had a c-section and you are advised NOT to use any type of chemical on or around the incision due to the risk of infection.    Another statement made by California Sun: "On May 12, 2015, Ms. [redacted] called into our corporate office and spoke with another representative from our Guest Services department. She indicated that she was looking to transfer one sunless session from her account to her husband. The representative did not notice there were no sessions remaining, she simply stated that there would be a $15 fee to transfer a session to another guest. Ms. [redacted] did not say anything more during that call. That same day Ms. [redacted] purchased a packet of lotion and utilized an upgraded tanning session that totaled $17.15." That statement is false. As I walked into California Sun on May 12, 2015 between the hours of 1130am and 1230pm. I spoke with Lindsay who was checking customers into the salon an employee of California Sun, I asked her what I needed to do to be able to have my husband use my 2 remaining sunless tans of my gift card that I presented to her. Lindsay then proceeded to call California Sun's corporate office and spoke with Holly. Holly said that the two remaining sunless tans maybe transferred to another client as long as they have their drivers license, I had to be present and the person receiving the tans must have an account with California Sun. There was no discussion about a $15 transfer fee. California Sun's gift card does not state anything about a "transfer fee". It only states:"Unused value remains on card and cannot be redeemed for cash." Later that evening at 15:00, my husband and myself walked into California Sun and spoke with Katie who then called California Sun corporate office to see what actions needed to be taken to have the 2 remaining sunless tans moved over to my husbands account. That is when corporate stated that it would be $15 per tan per transfer. My husband was getting upset because of the run around again, so he just paid the $15.00 for a 1 time tan since we were leaving the next morning for vacation. (transaction number:[redacted] at 15:43). California Sun also stated: " When Ms. [redacted] visited the salon with her husband later that evening, she was informed that there were no sessions remaining on her account, and that all three sessions had been utilized. Ms. [redacted] expressed her frustration with the situation so the employee offered to reduce the session sot for Ms. [redacted]'s husband form our regular rate of $25 to match the $15 she was quoted earlier that day, for the misunderstanding." This statement was to false because: When Lindsay called corporate and spoke to Holly, Holly verified that there were 2 sessions left and she verified that by using the gift card number [redacted]. I was never quoted "$15" for anything, Holly stated that my husband had to have an account with California Sun as that is per health regulations. That is also why my husband came into California Sun to set up his account so he would be able to use one of the two sunless tanning sessions before we left for vacation the next morning, why would I bring my husband into California Sun after work at 15:00 if this problem was not fixed?    California Sun fills their database with false statements. I am now dealing with them on a billing issue in which I called into the corporate office on June 1, 2015 to take care of the billing issue. The girl whom I spoke with was very kind and ready to help me until she asked for my last name and my birthdate related to the account, she then told me she has to place me on hold...when the employee came back to the line she was very course, and rude then asked me "what my problem was?" I explained to her what was going on with the billing and her response back to me was, "i am looking at your account with us, and you have been a problem since 2011. There is nothing I can do about the billing, you did not send your letter of cancelation in time into our corporate office. Your next move will be to rewrite a cancellation letter and resend it to us." I asked her why I was told from a California Sun corporate employee , "as long as the envelope that contained the cancellation letter was postmarked with May 20, 2015 they would cancel my monthly membership with California Sun." Her response back to me was, "there is no way we would have told you that." I asked her if she is telling me I am lying, and he said "yes". Great, so now here I am trying to fix one problem and another problem pops up! California Sun lies and fills their database with false statements. I have screenshots from past customers that have been cheated out of money from California Sun. "The date this all started was December of 2010, when my husband walked into California Sun in Lincoln CA and bought me the gift card for Christmas. When I first tried to use it, corporate tried to tell me that husband must of messed up somehow. Really? As a local police officer for over 20 years you think that he messed up? Not cool! California Sun does not want to "provide the best possible customer service to each and every guest and find a prompt solution to customer issues." They want to wash their hands of the "issue" and act like nothing happened. "to merely protect our business' policies and procedures set in place for a reason." Yes, their policies are only in the best interest for the business, not for the customers. If they are doing this to me, how many other people are they cheating money out of?  I will not stand for the bullying that they have started, with not only myself but other customers as well.

To Whom It May Concern:  On April 3rd, California Sun received a Revdex.com complaint fromTara Leigh [redacted] regarding her monthly membership.  On 07/22/2014, Ms. [redacted] signed upfor an unlimited tanning membership, in which an amount of $15.00 + tax is tobe withdrawn monthly with no minimum term...

requirement starting August 1, 2014. Then,starting January 1, 2015 the rate was to go up to our regular rate of $24.95 +tax per month.  Since the membership entered intois an open ended agreement, a written cancellation notice must be submitted tothe corporate office either via mail or hand delivery, 30 days prior to therequested cancellation effective date. A written cancellation was neverreceived, so the membership remained active.  On 04/02/2015 Ms. [redacted]’s husband,Joshua, called in to our corporate office and spoke with a Guest Services representativeon her behalf. Mr. [redacted] had indicated that his wife canceled her membership inOctober 2014, but he noticed we have continued to charge her account. The representativeinformed Mr. [redacted] that our records show that our company hadn’t yet received arequest from her. The representative also noted that Ms. [redacted] did continue to utilizethe services through the month of December.  Mr. [redacted] then indicated that Ms.[redacted] actually hand delivered her cancellation request to the corporate officedirectly in November 2014. When a cancellation request is hand delivered to ourcorporate office, a confirmation receipt is provided to the guest for theirrecords. The representative asked Mr. [redacted] if Ms. [redacted] still had the receiptand he indicated that they probably do not have it.  The Guest Services representativeagain apologized and explained that a cancellation had not been documented asreceived. In an attempt to ensure Ms. [redacted] did not see any further chargesfrom our establishment, the representative offered to accept an email requestfor cancellation, in lieu of a written notice. At this time, Mr. [redacted] becamevery aggravated and communicated that they were looking to be refunded the past4 months of service. The representative informed Mr. [redacted] that our companywould not be able to extend a refund as a cancellation request had not beenreceived, but that we do want to ensure no further charges occur to the account.Mr. [redacted] then told the representative to forget about it and ended the call.  Our goal is not to frustrate orupset Ms. [redacted], but to merely protect our business’ policies and proceduresset in place for a reason. As a company, we attempt to be very thorough andhave many preventative systems in place to ensure no requests for cancellationare overlooked. The Guest Services representative even searched through thecancellations filed away from October, November and December to see if an errorhad been made and the cancellation gone unnoticed, but Ms. [redacted]’s request wasno where to be found. Ms. [redacted]’s account has since been set to canceleffective May 1, 2015 upon receipt of her written request on April 8, 2015. Please see attached copy of themembership contract, in which cardholder agrees to these specific membershipterms.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

To Whom It May Concern:  On May 20th, California Sun received a Revdex.com complaint fromAmy [redacted] regarding an issue with a gift card.  On 06/13/2011, Ms. [redacted] visitedour Lincolnsalon and presented a gift card to the employee. The associate swiped the giftcard but the system was showing there...

were no funds available on the gift card.Our company provides gift cards that customers may load with a monetary value;we are unable to directly add sessions to the gift card itself.   Since the employee wasn’t havingany luck locating the gift card, they contacted our Guest Services department immediatelyfor further assistance. The Guest Services representative was also unable tolocate the original transaction or find a value for the gift card. To promptlyassist the customer, the representative added one sunless session which, fromthe notes on Ms. [redacted]’s account, we can see was utilized that same day. Therepresentative also informed the employee that they would be looking into the issuefurther. One 06/22/2011 the Guest Servicesrepresentative informed Ms. [redacted] that she was having difficulty locating theoriginal transaction, because Ms. [redacted] did not know the date of the original purchaseand indicated that they paid cash and were not provided a receipt. As a measureof good faith, the representative directly credited Ms. [redacted]’s account withtwo, open-ended sunless sessions that would remain intact until utilized. Pleasenote that a monetary value was never credited to the gift card itself, but toMs. [redacted]’s account in our database.  Although our system has the abilityto maintain access to packages purchased several years ago, it only has thecapacity to preserve a history of usage for up to three years. Our recordsindicate that one session was utilized in store from 2011-2012 and the finalunit remaining was utilized on February 28, 2013.  On May 12, 2015, Ms. [redacted] calledinto our corporate office and spoke with another representative from our GuestServices department. She indicated that she was looking to transfer one sunlesssession from her account to her husband. The representative did not noticethere were no sessions remaining, she simply stated that there would be a $15fee to transfer a session to another guest. Ms. [redacted] did not say anythingmore during that call. That same day Ms. [redacted] purchased a packette of lotionand utilized an upgraded tanning session that totaled $17.15. When Ms. [redacted] visited the salonwith her husband later that evening, she was informed that there were nosessions remaining on her account, and that all three sessions had beenutilized. Ms. [redacted] expressed her frustration with the situation so theemployee offered to reduce the session cost for Ms. [redacted]’s husband from ourregular rate of $25 to match the $15 she was quoted earlier that day, for themisunderstanding.  Our goal is not to frustrate orupset Ms. [redacted], but to merely protect our business’ policies and proceduresset in place for a reason. As a company, we try and provide the best possible customerservice to each and every guest and find a prompt solution to customer issues.We feel that we have done everything within our power to correct any errorswith Ms. [redacted]’s account.

To Whom It May Concern:              On February 9th, California Sun received a Revdex.com complaint from Erin [redacted] regarding her monthly membership.   On 08/01/2016, Ms. [redacted] signed up for an unlimited tanning membership, in which an...

amount of $24.95 + tax is to be withdrawn monthly with no minimum term requirement starting September 1st, 2016. Ms.[redacted] was required to read over and sign a membership agreement that day, stating the terms of the membership that she was purchasing. Ms. [redacted] did continue to utilize services on the membership through the month of January.   On February 9th, Ms. [redacted] called into our Guest Services department to see why she was being charged for her membership. She said that she went into one of our salon locations and cancelled there.  Our representative apologized for any miscommunication but explained that she did sign the membership agreement, stating that the membership would be a reoccurring monthly EFT and would continue in an open ended fashion until a written cancellation request was received at our corporate office. We do not accept cancellations in store.   At this time Ms. [redacted] became very aggravated and explained that if our company did not provide her a refund she “would go ballistic”. The representative explained that we would not be able to extend a refund since nothing was received.   Our cancellation policy does state that in order to cancel this membership a written cancellation notice must be submitted 30 days prior to the requested cancellation effective date. During the conversation on February 9th, the representative offered to accept an emailed cancellation request to terminate Ms. [redacted] membership immediately, to ensure no further charges were processed on her account. We received an email on February 9th from Ms. [redacted] and have set the account to cancel out March 1st and sent an email back confirming.   Ms. [redacted] was also upset that she can change memberships in store but cannot cancel. I explained to her that as for cancellations not accepted in store, granting salon associates access to manipulate or cancel your membership would also provide them with the ability to view your full credit card number.  As the system currently stands, only a select few members of our corporate Guest Services staff may view this privileged information, leaving us with the ability to submit a stop payment request to the processor. As for downgrades, no credit card is shown.   Our goal is not to frustrate or upset Ms. [redacted], but to merely protect our business’ policies and procedures set in place for a reason. As a company, we monitor our employees closely and have many preventative systems in place to ensure employees are not charging customers without their permission. For example, we require any customers requesting a membership initial and sign a membership agreement to authorize the reoccurring charges and terms of that package. Please see attached copy of the membership contract, in which cardholder agrees to these specific membership terms.     Thank you.

I am rejecting this response because: you are covering up a mistakes made on your end not mine. Your company practices are despicable and I now see why you get such low Revdex.com ratings. I am sorry to have ever done business with you. I hope in the future your company chooses to tell the truth rather then make up stories about what was said and done. keeping money that I have worked hard for because you all didn't "recive" my letter nor trying to come to an agreement truly saddenes me. Obviously customer service isn't your strength.

I am rejecting this response because: They should allow their customers to cancel via written email response instead of threatening to send them to collections if they don't give written instruction at their corporate office. It is clearly a more convenient option and would expedite the cancellation process.

All membership based businesses are required to have a signature to make any changes affiliated with a credit card per the terms of Visa and Mastercard. Therefore, in order to avoid penalties from credit card companies, we are required to comply with their regulations.What we request is not uncommon...

from any other membership based business, like a gym membership. All membership agreements require something in writing to cancel. Simply mail it in and your request will be processed, we will even call to confirm your cancellation. Please reference the policy online for Life Time Athletic, California Family Fitness, etc which require written cancellation requests.The client has not reached out to us prior regarding cancellation. The first call we received was today, May 3, 2017 at 9:37am when he spoke with [redacted]. [redacted] offered to waive his written cancellation and instead accept an email cancellation.

TellTo Whom It May Concern:  On September 1, 2015, California Sun receiveda Revdex.com complaint from [redacted]regarding his monthly membership.  On 06/25/2015, Mr. [redacted] signed up for an unlimitedtanning membership, in which an amount of $24.95 + tax is to be withdrawnmonthly with no minimum...

term requirement starting July 1, 2015.  Since the membership entered intois an open ended agreement, a written cancellation notice must be submitted tothe corporate office either via mail or hand delivery, 30 days prior to therequested cancellation effective date. Per the agreement, our company does notconsent to verbal cancellation requests. A written cancellation was neverreceived, so the membership remained active.  On 07/23/2015 Mr. [redacted], called into our corporate office and spoke with a Guest Services representative. Mr. [redacted] hadindicated that he mailed out his cancellation request earlier that month, butthe post office had returned it to him as undeliverable. To attempt toaccommodate Mr. [redacted]’srequest, the representative offered to accept an email for August in lieu ofthe 30 day written notice.  On 09/01/2015 Mr. [redacted] called instating that he has tried canceling his account several times but is stillbeing charged. The Guest Services representative explained that we did offer toaccept an email request back in July, but still have yet to receive writtenconsent for cancellation of the account as is required. Mr. [redacted] gave the indication that he hadforgotten to send the email request that was extended, so the representativeprovided another email address to where he could send his request.  Shortly after the conversation withMr. [redacted],our company received a phone call from his mother regarding his account. Mr. [redacted]’s motherwas requesting that our company extend him a refund because he has attempted tocancel the account. The representative explained that we have still yet toreceive his written authorization but she insisted that a refund be processedto him for customer satisfaction. The representative did explain that ourcompany has made every attempt to try and assist Mr. [redacted] with submitting his request, andwe are unable to extend refunds for unused months.  She was looking to speak with adirect supervisor, who was not available at that moment, so the representativeensured her that she would speak with the supervisor and have someone reach outto her. The representative did call Mr. [redacted] the same day, and left a voicemail indicatingthat per the terms of the membership it wouldn’t be possible for our company toextend a refund for past months. She indicated that we would be happy to acceptthe email request for cancellation, and can add a store credit of what was paidfor the month of September.   Our goal is not to frustrate orupset Mr. [redacted],but to merely protect our business’ policies and procedures set in place for areason. As a company, we attempt to be very thorough and have many preventativesystems in place to ensure no requests for cancellation are overlooked. We aresimply unable to submit any changes to Mr. [redacted]’s account until he submits hiswritten authorization.  Please see attached copy of themembership contract, in which cardholder agrees to these specific membershipterms.

[redacted] has been issued a refund for September's payment as requested.