LA Tan

Revdex.com: 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]

Tell us why here...We sincerely apologize for all the issues that [redacted] has experiencedAfter searching our customer call recordsWe only received a call and a voicemail from [redacted] on the dates of 9/24/and on 12/14/We also only received one email from her on 9/24/asking "Do you have the ***Pro at your LA Tan location?" I replied asking her where she was located to see if the salons near her offer the ***Pro spray tan boothShe replied "The Joliet, IL location off Essington Road." I replied that unfortunately they only have the [redacted] Spa unit not the [redacted] ProT here was no response back from herWe never received any email/voicemail from [redacted] in regards to a cancellation of her membershipAs per the membership contract it does state that memberships must be cancelled in person at the store that bills the monthly paymentThere would have been no reason why the salon would not have been able to cancel her membershipSecondly I am not sure who [redacted] has sent her emails to as we only received one email from her on 9/24/again asking what locations have ***Pro and nothing stating a cancellation of her membershipIf she has record of these emails sent please have her forward them to ***@latan.com for review to see if we can issue a credit back to herAn in store credit is all we may be able to do but I will have the store manager contact her to discuss the issue at hand and get a resolution quickly done for her

The first email you sent was to the same email form the location link from the website (***@latan.com)I receive all customer complaints and inquires that come from the ***@latan.com email that is on our website for the locationsAgain I did not get any emails besides the first one sent on 9/24/16. I apologize for all the issues you may have experienced while calling into our Corporate Office but again I only received one voicemail from you from 9/24/in regards to the ***Pro locationsWe have no record of any emails or calls made to our Corporate officeJust like I did with your first email I would have responded to other emails or calls if I received them which I never didI always address every complaint and cancellation request that comes in via phone call or email right awayAgain I really apologize that we did not receive your requestsEmails entered directly into our corporate site and entered through the off a location website go to the same email address which is ***@latan.com.It is not that we do not prefer to refund back according to your last visitWe have membership policies that we must followAgain according to the membership agreement you signed it clearly states that all membership must be cancelled in person and a cancellation form must be signed. I have terminated both memberships todayWe will issue a refund for this past months December payment for your Spray Club $membershipI will send an email to the person who handles the Shorewood location and who processes all refunds to get this taken care of for youBy Monday you will have an email from me confirming the refund

Complaint: ***
I am rejecting this response because: Apparently the Corporate office contacted *** who is now managing the Joliet and Shorewood Location as of OctoberShe was extremely professional, she offered other resolutions and would be contacting Corporate to discuss them. The only reason I am rejecting your response is because unlike *** you never attempted to callIf you received my phone number it would've been more professional to contact me directly rather than asking *** to do it then to continue sending emails via the Revdex.comThis could've ended favorably*** informed me that one of the issues I had several times with an employee others also hadHowever, I confirmed my issue was in fact with CorporateI just logged into my *** site and confirmed actually six calls between September through December over minutes long to *** which is corporate number listed and mistake call to your fax # of ***The girl in Shorewood who told me to call Corporate to cancel my membership as I described her, *** confirmed she was let go and hasn't been working there after I stopped goingMy other concern is that on your website I click on Contact Us and your LA TAN corporate info comes up as SEND us a messageI typed in my message and sent it after no response from my calls and messages via phoneI received a Thank You for contacting us every timeThe emails I sent regarding the ***Pro inquiry in September were sent directly to: ***@latan.com which is the email address located on the Locations page under Joliet, IL locationMy complaints were directed to the Corporate page contact us which is only a populate your info page and there is no email listedPossibly you have an issue with your corporate contact us page? Either way, I left several long messages at your Go *** phone numberMore than for sureI spoke to two girls about canceling my membership at Corporate who said they'd transfer me to the correct department and I got hung up on/disconnectedThis is the reason for my escalationI gave up tryingYour response of you didn't get all my emails/voicemails is even more frustrating when I've been a customer for quite a while and originally had no intention of canceling. What I can compliment you on is putting an employee like *** out in the fieldShe's got customer service and client retention masteredShe handled my situation better than Corporates responseShe was going to speak to someone at Corporate and offered me a few options which was going to keep me as a customer since she showed she cares about the businessHowever, if you have processed the refund and clearly had a disconnect with speaking to *** I will accept thatPlease thank *** for her professionalism and exceptional customer serviceYou sincerely need someone like her representing your company.
Sincerely,
*** ***-***

Tell us why here...We sincerely apologize for all the issues that [redacted] has experienced. After searching our customer call records. We only received a call and a voicemail from [redacted] on the dates of 9/24/16 and on 12/14/16. We also only received one email from her on 9/24/16 asking "Do you have the...

[redacted]Pro at your LA Tan location?" I replied asking her where she was located to see if the salons near her offer the [redacted]Pro spray tan booth. She replied "The Joliet, IL location off Essington Road." I replied that unfortunately they only have the [redacted] Spa unit not the [redacted] Pro. T here was no response back from her. We never received any email/voicemail from [redacted] in regards to a cancellation of her membership. As per the membership contract it does state that memberships must be cancelled in person at the store that bills the monthly payment. There would have been no reason why the salon would not have been able to cancel her membership. Secondly I am not sure who [redacted] has sent her 6 emails to as we only received one email from her on 9/24/16 again asking what locations have [redacted]Pro and nothing stating a cancellation of her membership. If she has record of these emails sent please have her forward them to [redacted]@latan.com for review to see if we can issue a credit back to her. An in store credit is all we may be able to do but I will have the store manager contact her to discuss the issue at hand and get a resolution quickly done for her.

Hello [redacted],We apologize for any issues you are experiencing with your account.All packages do expire one year from the date of purchase. There should have been a sign posted at the front desk and this should have been communicated on behalf of the employee at the time of purchase.I have made an...

exception and extended your package until the end of the year. They are set to expire on 12/31/17. At this point if they do expire you will simply need to make a new purchase to get them extended for another year.If there is anything else I can do for you please let me know.Thank youLA Tan Customer Service

Revdex.com:
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]

Initial Business Response /* (1000, 11, 2015/06/22) */
Customer was completely aware of the charges since she did not cancel 5 day prior to the billing cycle. Our billing cycle falls on the 15th of every month. She signed off on the forms when she cancel understanding all terms of agreement. She...

came in to cancel on 04/13/15 therefore she had one last payment of $59.00 on 04/15/15. No further payments have posted since then. I have attached all forms.
Initial Consumer Rebuttal /* (3000, 13, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with [redacted] on April 10th, she informed me that I had until the 15th to cancel my package and not be charged for the next month. It is not my fault that this employee was informed/trained wrong.
If this employee had been properly informed of the EFT agreement, I would have signed the cancellation agreement on the 10th had I been properly informed.
Thank You,
[redacted]