Hawaiian Holiday Tanning & Beauty Salon

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
1.) This business is conducting business under an unlicensed and illegal name on all levels at all locations(See Attached) 2.) We signed this alleged "CONTRACT" fully believe we were only authorizing a one time charge for a month tanning period as verbally told to us by employee 3.) At no time did the employee state that this one time charge would illegally evolve into a illegal reoccurring scheme to defraud billing practice 4.) When we signed their signature pad, you could not view what you were signing forThere was no amount shown anywhere and the only one who can view the transaction is the employee who handles your transactionThey do so while you look at the BACK of their computer screenThey don't even show it to you 5.) The top of contract says "TIL 2016", any reasonable person would believe that they had paid for tanning until end of which also happened to be the month period which we believe we paid for 6.) No representative or employee from this company signed this agreement, which also listed their unregistered business name 7.) We requested a total refund of all illicit reoccurring billing charges to which we were denied 8.) We were never offered an in store credit, nor are we interestedWE WANT A FULL REFUND of the fraudulent charges($264.00)They never contacted us by any means to "WORK" this matter out 9.) Yes we did sign a one time $charge, but we were not told it would evolve into this reoccurring billing scamAs stated earlier, they never provide you with any documents relating to same, & they also never provided a receipt 10.) Brittany never disputes business use of Illegal name Hawaiian Holiday 11.) We overlooked these charges at first because we had planned a trip to Hawaii and assumed these charges were related to our upcoming tripOnce we realized we couldn't account for the charges, we began our credit card dispute 12.) This company operates in a cloud of darkness and charges from them on your credit card statement do not give a phone numberWe had a difficult time tracking down the #12.) Ourselves and our credit card company had a very difficult time contacting anyone from this business 13.) We do not want an IN STORE refund as offeredWe want a full refund 14.) All allegations of inappropriate conduct are untrue and unsupportedThere all cameras through out the lobby of this establishment and they should provide those for both the date of our alleged contract signing and alleged inappropriate conduct on my partWhich is irrelevant to this claim 15.) Nowhere in the response does the company give their legal nameAlso, an offer of in store credit should be considered an admission of guilt for illicit billing practices 16.) There are others who have made the same complaintSee attached 17.) This matter is being investigated as FRAUD by our credit card company 18.) While researching I found and attached documentation that states they cannot charge an additional tax I just wanted to add small details to this complaint. 1.) They never produced a sales receipt or a copy of one for our single transactions of $- An actual receipt or copy of one would show that initial purchase of $2.) They have NOT tried contacting us to rectify this matter3.) Brittany's letter (reply) states our tanning was FREE, how could that be as we paid $? Regards, *** ***

*** joined the VIP membership which is a membership at a reduced rate and it's reoccurringThis is why she put her credit card on file with usAt the time she is signed up we ask customers joining this specific membership to sign an agreement giving us permission to bill the
credit card on the designated datesShe did sign this agreeing to it allAlso we do ask our customers if they would like a copy for their record. Any further questions please call *** Danielle or Brittany. Thank You

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear belowThis response from the company is absolutely unacceptableThis is considered fraud, their statements are absolutely 100% untrueI visited the Rome facility in person and requested they terminate that membership, and I was assured that card would be removedI was told by their Management on public forum that you could visit any location and request a terminationI felt the matter was closed as I did not see a reoccurring charge the next month, thus no further action was takenMuch to my dismay, I noticed a charge for January, which led to my callingAs I had to explain to them in person in my local office, that card was not to be kept on file and used any longer for any recurring paymentsThey called their management team on the phone and got them involved, assured me that card was removed and I then paid for that current month on another card while in the officeAgain, I reiterate I was assured that card was removed from their system, and I would have no more recurring membership fees as I was so angry about the issue at hand that I requested my membership be terminatedI had no reason to believe they did not terminate the membership because the next month payment did not deductI only noticed when I saw the deductions in January.? ? furthermore, the agreement that I have with them stated the deductions would come out on the first of the month, you will know this deduction came out in the middle of January, that is a violation of the contract I signed up forOUR written agreement did not say they would deduct in the middle of the monthAdditionally, this is considered a fraudulent charge as I distinctly told them to remove that card from their system and terminate my monthly reoccurring membership feesI have saved screen captures of the conversation I had with theor manager on public forum, in what she told me over a year ago that I could visit any location and cancel auto membership feesAnd I did just that, and I am requesting that they refund me as they had no right to take any further deductions out of my account, especially not on a day that was never agreed upon in that contract.? I will be disputing this with my bank as a fraudulent charge, and if I have to involve my lawyer, I willThis is such a minimal amount, thus I did not see that as being necessary.? based on the fact that I went to that office in person, demanded they remove that card from reoccurring charges in their system, told them to terminate my reoccuring membership fees, was assured it was done, I am requesting they do the right thing and refund me.? Again, the contract that we had did not state deductions would come out in the middle of the month either.? additionally, this? business never allowed me refunds to the tune of hundreds of dollars, I don't know why they're claiming that because that is absolutely untrueI previously had a membership with them, I did not go in and utilize any of their services at allThat membership was canceled a long time ago and then I reinstated itThere were NO services that I received from them for which they would need to waive any fees for,? thus that statement is absolutely ludicrous.? if they had done the right thing from the get-go, we would not be in this predicament.? I was lied to blatantly, mishandling of my account, and deductions were unauthorized as I specifically instructed them that card was to be removed and reoccurring membership fees were to be canceledI was told I could do that in person and I expect them to honor their wordI will be filing a formal dispute with my bank as this is wrong on so many levels.? ? they need to do the right thing and uphold? the information? they provided to meIf they had done what they instructed me they did do, and removed my card from their system and terminated my membership, we would not be here today.?
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me? I would like to add that most people like myself are foolishThere is no paper to sign, you actually sign a signature pad without being given a paperIn addition, I specifically asked about the cancellation policy and they showed me a laminated paperAfter reading it I questioned having to call to cancel and not once did they mention the processThe girl just stated "yes you just call and it will be cancelled"So thank you for cancelling but your practices are not the best
Regards,
*** ***

Attached are the documents showing *** and his wife *** ***'s authorization for their Diamond VIP membershipsThey joined this membership during a promotion where they each paid their $enrollment fee, then received their free tanning until 12/31/before their discounted rate of $
(tanning $+ 10% tan tax) billing began on 1/1/As stated in their billing authorization, they agreed to be billed these charges until they cancelled by mail days prior to the billing date they wished to be cancelled forWe never received any form of a cancellation letter, nor did they produce any documentation such as a Certified mail slip stating they attempted to cancelThis is because they never didInstead, they waited months worth of billing to randomly walk into our salon? completely irate, and impossible to accommodate? demanding a $refundDue to his bizarre behavior, I terminated their memberships on the spot despite our day notice/by mail policy as a courtesy to assure they would not be billed going forward.? Although *** ripped their agreements from my hands and stormed out because he was unhappy that he wasn't able to receive this refund for fees that are non-refundable according to their signed agreements,? I issued them an in-store credit of $to each of their accounts although this was not owed to them as an additional courtesyThis man is treating the situation as if it has been completely ignored and we are not working with him at all, which in reality we did not need to? accommodate? them at allHe has been? harassing? our company ever since by slandering Hawaiian Holiday on our own *** page with a lengthy star review encouraging customers to? pursue? a class action lawsuit against us, stating that we are an illegal business, and now the Revdex.com complaint continuing his claims and accusationsFor example, one of his accusations is that we placed his signature on the document unbeknownst to himIt is completely impossible to falsify the document that he and his wife signed in-store at the time of their sign up agreeing to the terms of this membershipThe electronic e-pad is set up where it actually documents the date and time of the signature is signedI also attached a screenshot of their accounts (the files titled sales history) for you to see it matches the date and time the membership was sold to themPlease refer to the bottom left corner where it says "History", you will see the $membership fee on 9-15-with the timeAs you will see when looking at their signatures on their agreements, the date and time is the same date and time that they signed upTherefore, his accusation saying that we "copy and pasted" a signature from a credit card slip is? completely? impossible and it is extremely slanderousWe take great pride in our customer service and offering our customers the best equipment and best service at the lowest prices, and have many, many very happy and satisfied customersIt is very upsetting to have one person that is trying to bring down our business simply because he wants a non-refundable refundWe look forward to hearing from you once this reviewed as we do not feel that it is fair for this complaint to be a public record being that is illegitimate Thank you for you time, Brittany District General Manager ?

Attached is the billing authorization form that *** *** signed at the time of joining her recurring membershipIn the billing authorization, it explains every detail of the membership including how to cancelIn the past, the only way to cancel recurring memberships was by mailIn January of
this year, we implemented the option of filling out a form in our corporate store which is located in ***, NY as a convenience to a majority of our clients as that office is centrally located between all locationsIf that option ends up not being a convenience, the client is to opt for our original cancellation process, which is to send a notice through the mailIt is not mandatory that it is sent certifiedAs listed in the billing authorization, that is a recommendation strictly to protect the client in the event it gets lost in the mail that way they will they will have proof of the date and address it was mailed to? A cancellation was submitted on her account on 8/29/16, so it will expire on 9/30/She is not scheduled to be billed going forward as her membership is now cancelled

Revdex.com spoke to Danielle at business and the following was relayed: She was cancelled when she requested without the daysShe did resign with us on November 1st

As the billing authorization states, our cancellation policy is to to cancel in-store at the *** location only as this is our corporate officeIf a client is unable to come in person to ***, they simply send a written cancellation to the address on the formIt appears that we did
receive a written cancellation notice by mail which was processed according to the postmark date 10/28/The final debit attempt was made on 11/1/due to the 30-day noticeThat payment was declined so there is a -$past due balance on the accountThe membership will expire on 11/30/according to the cancellation, and there will not be any more billing attempts made

The customer did not join a 2-month plan.? We do not offer any 2-month plan.? She joined a monthly recurring plan.The "annual processing fee" has zero effect on the date the membership was joinedAll members are drafted for this as it is THE ONLY fee affiliated with the membershipWe do not charge any processing fees for monthly drafts, cancellations, upgrade/downgrade, or freezingWe charge ONE processing fee every May 15th for every member regardless of how long they had the membershipBy her having this processing fee on May 15th, it made it so she did not have to pay a cancellation feeWe have the billing authorization form laminated that is presented to the client at the time they join, and it is protocol that they are handed a printed copy once they have signed it electronically when they leaveThe device that they sign is an e-padThat is the only electronic device that our POS system has affiliated with their programWe can not control the way the device is manufacturedWe do not intentionally have a "blank signature pad" as it seems to be being portrayedAs a business, it seems very unfair that we take all of the proper steps within our ability to sign customers up and have all of the supporting documentation, yet this customer can say they had a "verbal conversation" with the associate that is completely opposite of the way the membership works?? Again, we offer a ton of options so there is something for everyone because the VIP membership isn't for everyoneSome people want short-term packages which would be the auto-expire ones that I mentioned (7, 14, or day passes) and once they run out they can purchase more if needed"VIP Pricing" is for recurring clients which is why we give them a discounted monthly rateWe have proved the way our pricing and membership works

Here at Hawaiian Holiday, we offer many different membership options, and equipment options.? When you join a VIP monthly recurring membership, there are terms to the membership due to the automatic recurring nature of itThe client signed agreeing to and understanding the terms of the
membership.? Unfortunately, we continue to receive bad reviews from this client as if we absolutely refuse to work with herWe have in fact accommodated her on several occasions and actually waived a total of $over the course of her being a member hereThe only way for a customer to accumulate a past-due balance, is due to their credit/debit card being declinedTo avoid potential billing errors on our end, our system is set up so it is not possible for our sales associates to enter in the billing information incorrectlyOur system requires the card number, expiration, cvc code, name on the card, billing address, and zip code affiliated with that cardIt then processes a $(one dollar) authorization hold to try the card verifying everything is correct and set up properly for the recurring billingOnce the billing information is approved with the $authorization hold, that is the card that is attempted to be automatically debited on the 1st of each month until the membership is cancelled by the client according to our cancellation policyThe membership terms are gone over, and listed in the authorization form that is signed at the time the membership is joined for every clientCancellations may be requested after the 1st billing cycle goes through with a 30-day noticeWe have many many clients that have zero issues with cancelling, freezing, or downgrading their membershipsIf the client simply follows the terms of the membership, the membership will indeed be cancelled out.?

Revdex.com:
They honored my request to to have the yearly fee waived as they felt they were in the wrong by not disclosing the annual fee and I am satisfied with this resolution.
Regards,
[redacted]

Hello in response to [redacted] compliant she indeed did join the VIP membership. Which is a monthly membership that is at a reduced rate. This membership is a reoccurring payment on a debit/credit card. This would be why she put it on file. Also at the time she joined she did sign an...

agreement that states all of this inside it. She agreed to this type of membership. We are sorry she did not fully understand what she joined. If there are further questions please call [redacted] Danielle or Brittany. Thank You

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This response from the company is absolutely unacceptable. This is considered fraud, their statements are absolutely 100% untrue. I visited the Rome facility in person and requested they terminate that membership, and I was assured that card would be removed. I was told by their Management on public forum that you could visit any location and request a termination. I felt the matter was closed as I did not see a reoccurring charge the next month, thus no further action was taken. Much to my dismay, I noticed a charge for January, which led to my calling. As I had to explain to them in person in my local office, that card was not to be kept on file and used any longer for any recurring payments. They called their management team on the phone and got them involved, assured me that card was removed and I then paid for that current month on another card while in the office. Again, I reiterate I was assured that card was removed from their system, and I would have no more recurring membership fees as I was so angry about the issue at hand that I requested my membership be terminated. I had no reason to believe they did not terminate the membership because the next month payment did not deduct. I only noticed when I saw the deductions in January.   furthermore, the agreement that I have with them stated the deductions would come out on the first of the month, you will know this deduction came out in the middle of January, that is a violation of the contract I signed up for. OUR written agreement did not say they would deduct in the middle of the month. Additionally, this is considered a fraudulent charge as I distinctly told them to remove that card from their system and terminate my monthly reoccurring membership fees. I have saved screen captures of the conversation I had with theor manager on public forum, in what she told me over a year ago that I could visit any location and cancel auto membership fees. And I did just that, and I am requesting that they refund me as they had no right to take any further deductions out of my account, especially not on a day that was never agreed upon in that contract.  I will be disputing this with my bank as a fraudulent charge, and if I have to involve my lawyer, I will. This is such a minimal amount, thus I did not see that as being necessary.  based on the fact that I went to that office in person, demanded they remove that card from reoccurring charges in their system, told them to terminate my reoccuring membership fees, was assured it was done, I am requesting they do the right thing and refund me.  Again, the contract that we had did not state deductions would come out in the middle of the month either.  additionally, this  business never allowed me refunds to the tune of hundreds of dollars, I don't know why they're claiming that because that is absolutely untrue. I previously had a membership with them, I did not go in and utilize any of their services at all. That membership was canceled a long time ago and then I reinstated it. There were NO services that I received from them for which they would need to waive any fees for,  thus that statement is absolutely ludicrous.  if they had done the right thing from the get-go, we would not be in this predicament.  I was lied to blatantly, mishandling of my account, and deductions were unauthorized as I specifically instructed them that card was to be removed and reoccurring membership fees were to be canceled. I was told I could do that in person and I expect them to honor their word. I will be filing a formal dispute with my bank as this is wrong on so many levels.   they need to do the right thing and uphold  the information  they provided to me. If they had done what they instructed me they did do, and removed my card from their system and terminated my membership, we would not be here today. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1.) This business is conducting business under an unlicensed and illegal name on all levels at all locations. (See Attached) 2.) We signed this alleged "CONTRACT" fully believe we were only authorizing a one time charge for a 3 month tanning period as verbally told to us by employee. 3.) At no time did the employee state that this one time charge would illegally evolve into a illegal reoccurring scheme to defraud billing practice. 4.) When we signed their signature pad, you could not view what you were signing for. There was no amount shown anywhere and the only one who can view the transaction is the employee who handles your transaction. They do so while you look at the BACK of their computer screen. They don't even show it to you. 5.) The top of contract says "TIL 2016", any reasonable person would believe that they had paid for tanning until end of 2015 which also happened to be the 3 month period which we believe we paid for. 6.) No representative or employee from this company signed this agreement, which also listed their unregistered business name. 7.) We requested a total refund of all illicit reoccurring billing charges to which we were denied. 8.) We were never offered an in store credit, nor are we interested. WE WANT A FULL REFUND of the fraudulent charges. ($264.00). They never contacted us by any means to "WORK" this matter out. 9.) Yes we did sign a one time $100 charge, but we were not told it would evolve into this reoccurring billing scam. As stated earlier, they never provide you with any documents relating to same, & they also never provided a receipt. 10.) Brittany never disputes business use of Illegal name Hawaiian Holiday. 11.) We overlooked these charges at first because we had planned a trip to Hawaii and assumed these charges were related to our upcoming trip. Once we realized we couldn't account for the charges, we began our credit card dispute. 12.) This company operates in a cloud of darkness and charges from them on your credit card statement do not give a phone number. We had a difficult time tracking down the #12.) Ourselves and our credit card company had a very difficult time contacting anyone from this business. 13.) We do not want an IN STORE refund as offered. We want a full refund.. 14.) All allegations of inappropriate conduct are untrue and unsupported. There all cameras through out the lobby of this establishment and they should provide those for both the date of our alleged contract signing and alleged inappropriate conduct on my part. Which is irrelevant to this claim. 15.) Nowhere in the response does the company give their legal name. Also, an offer of in store credit should be considered an admission of guilt for illicit billing practices. 16.) There are others who have made the same complaint. See attached. 17.) This matter is being investigated as FRAUD by our credit card company. 18.) While researching I found and attached documentation that states they cannot charge an additional tax... I just wanted to add 2 small details to this complaint.  1.) They never produced a sales receipt or a copy of one for our single transactions of $100.00 - An actual receipt or copy of one would show that initial purchase of $100. 2.) They have NOT tried contacting us to rectify this matter. 3.) Brittany's letter (reply) states our tanning was FREE, how could that be as we paid $100 ? Regards, [redacted]

Here at Hawaiian Holiday, we offer many different membership options, and equipment options.  When you join a VIP monthly recurring membership, there are terms to the membership due to the automatic recurring nature of it. The client signed agreeing to and understanding the terms of the...

membership.  Unfortunately, we continue to receive bad reviews from this client as if we absolutely refuse to work with her. We have in fact accommodated her on several occasions and actually waived a total of $381.00 over the course of her being a member here. The only way for a customer to accumulate a past-due balance, is due to their credit/debit card being declined. To avoid potential billing errors on our end, our system is set up so it is not possible for our sales associates to enter in the billing information incorrectly. Our system requires the card number, expiration, cvc code, name on the card, billing address, and zip code affiliated with that card. It then processes a $1 (one dollar) authorization hold to try the card verifying everything is correct and set up properly for the recurring billing. Once the billing information is approved with the $1 authorization hold, that is the card that is attempted to be automatically debited on the 1st of each month until the membership is cancelled by the client according to our cancellation policy. The membership terms are gone over, and listed in the authorization form that is signed at the time the membership is joined for every client. Cancellations may be requested after the 1st billing cycle goes through with a 30-day notice. We have many many clients that have zero issues with cancelling, freezing, or downgrading their memberships. If the client simply follows the terms of the membership, the membership will indeed be cancelled out.

Attached is the billing authorization form that [redacted] signed at the time of joining her recurring membership. In the billing authorization, it explains every detail of the membership including how to cancel. In the past, the only way to cancel recurring memberships was by mail. In January of...

this year, we implemented the option of filling out a form in our corporate store which is located in [redacted], NY as a convenience to a majority of our clients as that office is centrally located between all locations. If that option ends up not being a convenience, the client is to opt for our original cancellation process, which is to send a notice through the mail. It is not mandatory that it is sent certified. As listed in the billing authorization, that is a recommendation strictly to protect the client in the event it gets lost in the mail that way they will they will have proof of the date and address it was mailed to.  A cancellation was submitted on her account on 8/29/16, so it will expire on 9/30/16. She is not scheduled to be billed going forward as her membership is now cancelled.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to add that most people like myself are foolish. There is no paper to sign, you actually sign a signature pad without being given a paper. In addition, I specifically asked about the cancellation policy and they showed me a laminated paper. After reading it I questioned having to call to cancel and not once did they mention the process. The girl just stated "yes you just call and it will be cancelled". So thank you for cancelling but your practices are not the best.
Regards,
[redacted]

I apologize that your are dissatisfied with the membership you joined.  I have attached documentation corresponding to your complaints to address and explain it in detail. 1. The document titled "[redacted].PNG" is your customer history showing the breakdown of the transaction totaling $16.09. You...

were not over charged as you purchased protective goggles in addition to the membership. 2. Please refer to the document titled "[redacted] Membership Authorization.pdf". You stated that you initially came in to cancel on 4/29/17. The document states managers are available weekdays, and 4/29/17 was on a weekend.  In addition to 4/29/17 being a Saturday, it was also prior to your first billing cycle. According to the document, Changes to this membership such as freezing, downgrading, or cancelling cannot be requested prior to the first scheduled billing date. You joined on 4/1/17, which made 5/1/17 your first scheduled billing cycle and the soonest date to cancel. This document also states that you authorized the processing fee on May 15th of $25 plus tax which is the $27.50 charge you mentioned. 3. Please refer to the document titled  "[redacted] Cancellation". This document shows that your cancellation was accepted on May 2nd. With the 30 day notice, you would be debited your final billing cycle on June 1st. 4. We offered you diamond upgrades to offset some of your charges strictly as a courtesy due to you not being happy. You declined the offer. We then terminated the membership as a courtesy so you not be debited your final bill on June 1st as you stated no longer wanted the services. All of our pricing is on our counter as a large 11x17" laminated menu, and on our website. This is to display the many different plans we have to fit every client’s needs. As you stated, you only needed 2 months of tanning. The VIP membership you joined offers the discounted rate of $10 a month, opposed to the 30 Day Pass rate of $39.99. This is the perk of being a recurring client. If you had just purchased 2 months, it would've been $87.98 including tax for two of the Level 1: 30 Day Passes. For all of our plans that are NOT VIP pricing, there is no credit card required to put on file, no membership to join, nothing to cancel. The passes would've simply expired 60 days from the purchase date. By you joining the $10 VIP, you actually saved money by only spending a TOTAL of $50.50 on this membership between 4/1/17 and 5/31/17 when it expired. At this time, we are unable to issue any refunds, or apply any further credits due to the documentation and explanation we have provided you. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]