Master Tanning, Inc.

I was sent wrong part for my tanning bed, now no one wants to talk with me about or fix the problem.I recently ordered struts for my tanning bed. I gave the part # off my old ones to a sales rep by the name of [redacted] He told me he did not have that part in stock but he had one that would work. I ordered the part on 06/13/14 the # I gave him was XXXXXXXXXX. I received 2 struts on or around 3-5 days later. I paid for my parts with a credit card.I placed the part on my bed and it would not hold up the top. I called [redacted] and he told me he could not give me my money back since I tried the part on the bed its now considered a used part. He did tell me he had some more and he could exchange them. I had tried numerous calls and left voice mails also talked with a guy who said his name was [redacted], that said he would email the info to [redacted] and have him call me.I'm still waiting on a call.I trusted the guy I thought he knew what I needed to resolve my problem.Desired SettlementI would like for the manager to call me back and send me the correct part I need shipped free,also to pay for shipping of these parts that don't work.Business Response /[redacted]/This customer ordered a special order set of shocks for her tanning bed. The customer was told that there is no way to match up her 1980's tanning bed and we would have to send out the only compatible set and they will fit her bed but may not hold it up like the bed did originally in 1980. But with older tanning beds that is the risk you have to take b/c parts aren't available for every model. The parts that were sent were confirmed w the sales rep that they do fit the tanning bed, the customer was stating that they aren't holding her bed up properly, which we disclosed before we even took the customers order. This was a special order, and was disclosed to the customer that parts are typically non-returnable on special orders. But if the customer wishes to get these returned then she needs to call us directly and we can send an RMA for her. If the customer has any questions they can contact us at XXX-XXX-XXXX M-FSincerely, Master TanningConsumer Response /[redacted]/To whom it may concern. I have made calls to this business to exchange the struts with only 1 call back (was left a voice [redacted] the sales rep told me these should work for my bed, not at any time did he ever tell me that I could not return them or these were a special order(he had them in stock) if they didn't work.I would not have bought these parts. I returned the parts that did not work last week and I still haven't heard anything from the company.I was told that I probably needed the 90 lbs struts instead of the 50 he sent me. Why didn't he send the 90lbs in the first place. Thank you Final Business Response /[redacted]/The customer can contact our customer service dept at XXX-XXX-XXXX option 4 and we can arrange for these parts to be sent back and credit the customers money back. Typically we don't except parts returns, but in this case we will make an exception to help out the customer.Sincerely,Master Tanning

We were lied to and sent a bed we did not order.My wife wanted to open a tanning salon. She contacted Master tanning Inc and spoke with a sales person named [redacted] The bed she wanted was the 32C by Wolff. [redacted] told her she was approved for 1 year no interest financing, so she told him the bed she had chosen. He said that be was on sale for $3700. She for him she wanted it. He emailed her a form to sign, the form was for the financing and had no indication of the bed that was being purchased. Following the purchase some financial issues arose and my wife wanted to look into cancelling the order. She had made the order on Monday Feb. 23, she called back wed. Feb. 25. She spoke to [redacted] and told him the situation. He said that the paper work was done, the bed was on a truck already and would arrive on Monday or Tuesday of the following WK. My wife accepted his response. That Friday she got a call stating that the bed was just being shipped and would arrive in a week and a half. My wife called customer service, they connected her with [redacted] again. She told him she didn't like being lied to, he said that what he had told her was the standard verbiage used with all customers and therefore not a lie. He would not do anything to help including refusing several requests to speak to a manager. My wife called customer service again and asked to speak to a manager again and was assured he could help her. She informed him of the situation, he told her she could cancel the order but it would cost 20% off the purchase and $450 shipping since it was in transit. He said had she cancelled before it would have only been the %. When she asked for them to do something about being lied to by [redacted] he said what do you want me to do about it. She said she didn't know, and that he was in customer service what could he do. Eventually he said he could send her $250 of tanning lotion. What she got was samples that say not for sale and they were expired. When the bed arrived it was a 32XS power by Sunco not the 32C by Wolff. I tried to find this bed on the master tanning website, however they only have Wolff tanning beds so this bed is not what we wanted. After looking up the 32XS power the price it sells for is $2995 not the $3700 we were charged. After this discovery I sent an email to the customer support with details of the order, I got a response from Kevin telling us that we were wrong. I then asked to be connected to a manger. This was on March 6th and I have yet to have any contact with anyone other than [redacted] He has been disrespectful and unwilling to work on resolving this issue.Desired SettlementWhat we are looking for is either our money back and return the table since it is not what we ordered. We would also accept returning the bed we were sent for the bed we ordered.Business Response /[redacted]/This customer got the exact model that they ordered. They financed their tanning bed order for the 32XS 220V tanning bed and the total w/ shipping and taxes was $3,758.42. So the customer is correct the bed sale price is $2,995 for cash purchases (plus shipping and taxes). This customer financed the bed and the financed total was $3,758.42. They got exactly what was due to them, if they wish to upgrade or buy another model then they can contact us directly at our sales office and we can assist them w/ this. Thanks, Master TanningConsumer Response /[redacted]/I would like to once again re-focus on the actual problems that we have that have not been addressed. First, I do not see how it can be said that we received the bed we ordered when the bed we were sent is not on Tanning Masters website? It could be justified if we had gotten a different bed that is actually listed there. The 32xs is not, so how is it that I ordered a bed that as far as I can tell, Master Tanning Does not Sell? Second, nothing changes the fact that when my wife called for information about canceling the order she was misinformed about the option to do so and not only told that the order had already shipped, but also that there was no possible way to cancel. These are the 2 problems that we are discussing and have yet to have any acceptable resolution or even an apology. I would settle for an explanation of how I "got the exact model that they ordered" when I see no way of ordering that model from Master Tanning's webpage? If you could show me this bed listed on YOUR website then I could accept that I had in fact made some error, as of yet I have not seen such. Also I was told that my issues would be sent to someone in a position above the sales person [redacted] and was never contacted by anyone. Final Business Response /[redacted]/Again to respond and resolve this issue, the customer received the exact model they ordered which is the 32XS 220V Commercial tanning bed for her tanning salon that she paid $3,700 for. We offer (2) 32 bulb 15 min beds, which are the 32XS and the 32C. The 32C is $5,699, but she did not buy or pay for this bed. (She paid $3,700 for the 32XS model) If the customer would like to exchange the bed for the different model and pay the difference then they can call our office at XXX-XXX-XXXX and we can assist them with this upgrade. Secondly, when our tanning beds ship out w/ a trucking carrier we cannot cancel or bring back an outbound shipment. This customer called in 2 days after their order was placed and we told them at that time that their order had been booked for shipment and we cannot cancel the order w/ the shipping carrier. Of course the customer (the wife), which actually placed the order, was fine w/ this information and understood completely. But after the bed was delivered the husband has been trying to get involved in a purchase that he did not even make or have anything to do with. Again, if they have anymore questions or would like to upgrade to the 32C model tanning bed that he is stating about, then they can call our office at XXX-XXX-XXXX and we can assist them with this. Thank you,Master Tanning

Threating to charge me a 20% restocking fee for a order that was canceled before leaving the warehouse. I didn't see anything like on the website.I ordered a Deluxe sf24 on 4/21/14. My invoice number is XXXXXX. My sales rep was named [redacted]. I paid by my visa card 2290.00. I had great concern about the shipping from the start I talked to [redacted] about this and he assured me that I would have plenty of notice before delivery. He said he could do me one better than having the driver call me he could give a website so I could track my order (it was a tanning lotion website it had nothing to do with beds. When I could not pull any of this up I tried calling [redacted] couldn't get in touch with him, left 2 voice messages. I tried calling mater tanning 21 times (different times of the day) in the last 6 days. I talked to someone named [redacted] that was not very customer friendly, I found out nothing fom him. After calling so many time and not being able to talk to anyone I decided this must be a fraud website so I had my credit card retract my charge I didn't have the bed.This was on the 28th of April of [redacted] told me the bed hadn't even left the warehouse and there was two being shipped before mine.After I had the card retract my order I got a email on the 30th April giving tracking number. They said a driver would notify 24 hous before delivery, this didn't happen. Someone named [redacted] called and left a message asking me to reverse the charges. Then I received an email from [redacted] with things highlighted about the shipping. He did not say anything about all sales being final or a 20% restocking fee when I was talking to him on the phone. I copied and pasted it Items that we ship via Motor Freight, semi truck, will reach you in about 2-3 weeks. Tanning Beds usually take 5-10 days. Our items that ship Motor Freight are only tailgate delivery. This means the Freight Carrier is only responsible for getting the freight off the truck (in most cases they require the customer to help). The Freight Carrier is not responsible for bringing freight inside or doing any assembly. If you are in a rural area or an area that is not accessible by semi-trucks you may have to make arrangements with Freight Carrier to have the freight delivered at another location. We are not responsible for any charges that the freight carrier may offer you as extra services (Inside Delivery or Lift-Gate Service just to name a couple).Expedited service may be available, for an additional charge. If you are ordering an item to have by a certain date please call us. We are not responsible if an item is not delivered by a requested time.CancellationsAll cancellations are subject to a 20% fee, your account representative can tell you more.ReturnsWithin 30 days of receipt of your shipment, you may return any unopened item with original packaging and accessories. There will be a 20% fee applied to all returns and cancellations.. All shipping charges are your responsibility. By returning an item, you must pay to have it shipped to our warehouse, plus you must reimburse Wolfftanningbed.com for any "Free Shipping" costs incurred in the original shipment. Now I will copy what the order website says about shipping. ShippingTanning Beds usually take 5-10 business days to arrive and come on an 18 wheeler. The shipping company should call you 24 hours prior to arrival to insure somebody is available to sign for and assist getting this off the truck. Thank you for your business....This is a copy of my invoice Thank you for your business...All Sales are final/ Unauthorized returns not accepted**Cancelled orders are subject to 20% restocking fee.TotalBalance DuePayments/CreditsITEM DESCRIPTION QTY RATE AMOUNT[redacted] SUNFIRE 24R TANNING BED BLACK, DELUXE - 110V 1 2,290.00 2,290.00TOUT OF STATE 0.00% 0.00$2,290.00$0.00 You know nothing about there return policy or restocking fee. I could not get any answers from anyone, but now I have phone calls and e-mails. They say my bed will be here tomorrow (email) still haven't heard from the driver. Seems they are tring to force it on me now.Desired SettlementI want them to stop calling me and sending e-mails about the 20 % restocking fees. I still think the site is a fraud. I have never odered anything in my life that I couldn't turn around and call them back and get someone. I owe them nothing money. Restocking fees or for the bed I do not have. The transaction was canceled two days before I got anything about a tracking number.Business Response /[redacted]/This order has already been shipped and delivered on 5-2-14 w the attached tracking details. This customer ordered their tanning bed on 4-21 and was told that their tanning bed would be delivered to them approx 7-10 business from their order date (which this bed was) Our return/ cancellation policy is simple, and is reviewed and explained to every customer that orders from our company. Customer are responsible for any shipping charges and 20% restocking fee for cancellations. The customer doesn't need to worry about this return/cancellation policy bc their order has already been shipped and delivered. The customer can call our office with any questions M-F at XXX-XXX-XXXXSincerely,Master TanningConsumer Response /[redacted]/THE ORDER WAS NEVER DELIVERED TO MY HOUSE I GOT A RESTRICTED CALL AT 8:51 A.M. I DID NOT ANSWER IT BECAUSE I DON'T TAKE THOSE KIND OF CALLS. THEY LEFT A NUMBER FOR ME TO CALL I DID SO. THE GUY SAID HE DID NOT HAVE MY ORDER O HE GAVE ME ANOTHER NUMBER WHICH I CALLED HE SAID HE DIDN'T HAVE MY BED IT WOULD BE COMING OUT OF WICHITA. I TOLD HIM THE BED HAD BEEN CANCELED ON THE 28TH BEFORE IT WAS EVER SHIPPED HE SAID HE WOULD TRACE THE ODER DOWN AND PUT CUSTOMER REFUSED. IT NEVER WAS DELIVERED TO MY HOUSE OR EVEN WAS IN MY TOWN. SO AGAIN SAYING THEY DELIVERED MY BED ONCE AGAIN THIS IS NOT TRUE.Final Business Response /[redacted]/We have already provided tracking details on the previous response that prove that the customer received the bed on May 2nd. The customer is obviously lying about not ordering or receiving equipment that she ordered. If the customer has any questions or concerns they can contact our office at XXX-XXX-XXXX.Thank you,Master TanningFinal Response From Consumer:I just wanted to make the public aware of a few things before it does close. [redacted] you left me a voice mail on May the 6th stating that you would win the case because you had the tracking number. This is true, but I also notice it was dated 4-29-2014. I thought the delivery was supposed to be on May 2nd anyway that is what you said on the voicemail that you left me on may 1st. [redacted] do not feel like you have won, it just means the case closed with the Revdex.com. I see why the customers remain unhappy when they turn you in. I understand the Revdex.com can't resolve this case. I want the public to be aware of what type of company they will be dealing with if they order from you. You accused me of lying, but I know it was you doing all lying,and that is fine. I just hope all you lying catches up with you one of these days. So public be aware of what type of comapany you are dealing with they lie and accuse you of lying. So I will be posted on the website as a customer that remained unhappy. I hope the public will understand why. I hope all this gets posted on the site also when it is closed. the charges were reversed on April 28th before the bed was shipped. What I'm upset about is they acted like I received the bed,and all the calls telling me I would be better off to take the bed because of all the others charges I was going to have to pay them. None of this was said before I made the purchase I didn't know it until I printede off my incoice. Then I started receiving e-mails from the salesman with the stuff hightligthed.

I have never experienced such poor customer service as I did with this company. You are unable to order your products online. They require you to call them direct to place orders but first require you to provide them with a call back number. The phone rings several times before anyone answers it. The staff is polite but not educated when it comes to their shipping. It does not appear to be managed well at all. I did not receive confirmation of my order yesterday after it was placed. I had to send an email request today to not only confirm my order but also because the online link to sign in is not properly working. After a couple of emails back in forth about my order, [redacted] informed me that I needed to speak to my sales rep. although she was "customer service". Why on earth should a paying client have to make another phone call in reference to products ordered? In fact, when I requested to speak with a manager today after realizing my order did not ship yesterday, I was informed the manager would not be there until next week. I was persistent that I speak with someone in charge. I am transferred to a lady who is in charge of "lotions" who did apologize but did nothing further to rectify my situation. She informed me that my sales rep from yesterday is located in a different state which is why he was confused about the shipping time. Then she proceeded to tell me they changed their shipping time and he was probably not aware. How can a service rep not be aware of such important facts when taking orders all day long?? I then decided it was best to ask for the manager's name who was out but she informed me that she was the manager. If I did not know better, I would swear this company is ran by teenagers with no parental guidance. It was disappointing to say the least. I only hope the products that I ordered are correct and arrive on time because I want to avoid dealing with this level of customer service at all costs. I would expect a whole lot more from Wolff Tanning.
[redacted] W

Complaint[redacted] promised 50 bottles of tanning lotions for resale would be included with the beds we purchased and the shipping would include setup!We started talking to [redacted] in early may, 2014 and agreed on a price for 4 beds that included 50 bottles of tanning lotion for resale and delivery was to include set up! Since wiring them over $17,000 on 5/20 [redacted] has never answered or returned a phone call! People say he is in vacation still on 6/6/14? We still have no beds and are being told we will NOT get the bottles of lotions and the beds will just be dropped off! [redacted] appears to be the owner but he will not return a phone call either! My wife [redacted] was told today by a man "so what if you call the Revdex.com that won't help cause it was not on the invoice!" We are in Alabama and the only reason we trusted them was what appeared to be a good reputation! I won't stop with time or money doing what it takes to make them give me what was promised since they talked to her the way they did! I cant believe they do not care if we do anymore business with them?Desired SettlementI want an apology from [redacted], our 50 bottles of lotion and to have the set up taken care of like we agreed on! If I have to pay someone then I want to be reimbursed!Business Response /[redacted]/This customer ordered these beds and was not told by anyone at our company that they were getting installation on the equipment b/c our company doesn't install tanning beds and haven't done so for 27 years since we've been in business. Attached is a copy of the paid invoice where it shows that the equipment was paid for and shipped to the customer w/ out anything about installation on the invoice. This customer was not promised 50 bottles of tanning lotion either, but we did send them the lotions out on Monday b/c they kept calling and harassing all of our sales reps. We have done everything from the moon and back for this customer, and they have everything that they were promised and sent on the order. If the customer has any questions they can call our office M-F XXX-XXX-XXXXSincerely, Master TanningConsumer Response /[redacted]/These guys won't return any phone calls and notice nobody every wants to give you a name! I left a message for someone to call ne on 6/12/14 and 5 days later im still waiting. [redacted] that we dealt with they say in on a leave of absence and nobody can call him yet the response above says we were never told things? Strange! We have opened a complaint with the manufacturer and I guess Attorney Generals office next. [redacted]Final Business Response /[redacted]/This customer has already been explained and talked to about their order. Installation was not included; as it was not on the order or paid for by the customer. We have already attached a copy of the invoice/ order on the last response that shows this. There is nothing else to assist the customer with, if they have questions on their order or equipment then they can call our office at XXX-XXX-XXXX M-F.Sincerely, Master Tanning

Salesman [redacted] and website advertised verbally and in print in email and on website that Sunfire 36R tanning booth had Wolff brand lamps.On March 17th, I called Master Tanning to ask questions about the difference in the SunFire 36R tanning booth and their competitor ProSun V1 tanning booth. On their respective websites, the tanning booths are identical in every way. I asked Master Tanning salesman [redacted] what the difference in the 2 beds were. He said that the SunFire 36R bed was manufactured with Wolff brand lamps. I have heard good things about Wolff brand items so I decided to purchase the SunFire 36R bed due to having Wolff lamps installed. After I purchased the bed and received the invoice in email, I emailed [redacted] back with this: March 17, 2014 "Thank you. Can you tell me what Wolff bulbs are the bed I purchased? I would like to read about them? Thank you, [redacted]" [redacted] replied, March 18, 2014 "that will be the Wolff reflector lamp" [redacted] replied, March 18th, 2014"But is there a link. Your website does not show a reflector lamp in specific. Thank you, [redacted]" [redacted] replied, March 18th, 2014 "Its called a Ruva 75" 120w reflector lamp, which means the reflector is built inside the lamp to make it stronger" [redacted] replied, March 18th, 2014 "How many hours do they last?" [redacted] replied, March 18th "they last XXX-XXXX hours usually in a family they need to be changed every 4-6 years, you will never use 800 hours, that's really ratd for salon use, XXX-XXXX hours" The conversation then went on to talk about shipping. The booth arrived by truck on April 4th, 2014 in 3 boxes on 1 pallet. My wife and I unboxed the tanning and proceeded to construct and setup this tanning booth. Once the bed was constructed and setup, we began to operate the bed to verify all the lamps worked and were not damaged during shipment. All the lamps did light up and were working properly. That is when I noticed that the lamps in the bed were: 36 - Pro Tech Intensive R-UVA 110 Watt X HO 75" lamps Which is not a Wolff branded lamp, and the reason I purchased this booth over the competitor. I found on www.wolffsystem.com compatibility website that the comparible bulb for the Pro Tech in the Wolff brand is a Bronzing Sun Plus, Dark Tan II 100 WR lamp. When I emailed [redacted] on April 2nd,"So just out of curiosity....when I originally asked what the difference in the ProSun and the SunFire was....you only told me that the SunFire uses Wolff bulbs. But now that I see the shipping information, the bed is being shipped from the ProSun company. Are the Sunfire and ProSun beds identical? Just supposedly different bulbs installed?" I never received a reply from [redacted]. I called [redacted] on April 22th and asked if he had received my email dated April 17th. "[redacted], We received and got our tanning booth setup. I am confused of why the bed doesn't have Wolff brand bulbs though. The bulbs that are in the bed are ProTech bulbs. You mentioned during the sale that the difference in the ProSun and the Sunfire beds were that SunFire had Wolff bulbs in them. You even mentioned it again on March 18th saying that the bulbs "that will be the Wolff reflector lamp", (in this email below). I have looked around and do not see any relation for ProTech and Wolff being the same thing. Can you help me understand what the deal is here? There are even many mentions of Wolff bulbs on the page with the tanning booth.(Picture)Nn wolffsystem.com compatibility website, it lists these bulbs as a different brand also. Showing the compatible bulbs as being a Wolff bulb, which was revised in March 2014 according to the PDF, that is attached." He stated he was on vacation and was now back in the office. I sent him a copy of the email with all of the detail and screen shots of his website on April 17th while I was talking to him. He stated again that the bed was supposed to come with Wolff lamps and he would have to get in touch with his Manager to see what could be done. I replied again on April 21 with no response. Called Manager [redacted] and was rudely spoken too and belittled during that conversation.Desired SettlementI would like the lamps that are advertised to be sent to me and I can send the Pro Tech lamps back with no expenses to me. I purchased this booth because of the Wolff brand lamps that were verbally, emailed and stated on the website multiple times. I did not get what was advertised and what I paid for. If the lamps cannot be replaced, then I should be compensated for the false advertisement monetarily.Business Response /[redacted]/This customer ordered our SunFire 36 stand up booth which is manufactured w F-75 lamps as advertised on the website **this bed comes with (XX) XX" lamps. This lamp is only made by one manufacturer, which is Protech series lamp. We have explained this to the customer several times that this is the only lamp that is compatible to their new tanning bed and the only one that is made in 75" length for this tanning bed. This customer bought the bed from our sales rep bc [redacted] saved them hundreds of dollars off of the purchase price, not bc we told them that it has Wolff lamps in the bed. This customer got the exact bed that was advertised and nothing less. If the customer wishes to talk to one of our lamp reps in more detail please call us so we can explain how this bed works and the lamp compatibility for this tanning machine. The customer can contact our office M-F at XXX-XXX-XXXX.Sincerely,Master TanningConsumer Response /[redacted]/I have screen captures from their website before they changed the text and removed the Wolff name from the lamps offered with the bed I purchased. I also have emails from the salesman [redacted] stating that the bulbs would be a Wolff Brand bulb. I did base my purchase on this bed having Wolff Brand Bulbs and not because of the saved money. The competitor, ProSun, was going to sell me the exact same bed but with the label ProSun for the price that [redacted] sold it to me for. When I called Master Tanning to and asked what the difference in the Sunfire 36R and ProSun bed were, [redacted] told me that the Sunfire 36R had Wolff bulbs in it and that is what the difference was. Also, after I purchased the bed and was waiting on the bed to arrive, I have email communications with [redacted] where he states that the bulbs were going to be Wolff brand bulbs. Once the bed arrived with ProSun labels on the outside of the box and labels on the bed indicated that this bed was a ProSun bed, I realized that Master Sun must use the exact same bed as Pro Sun but they put Wolff bulbs in it. Then once I set up the bed, I realized that the Wolff Bulbs were not in the bed and that is when I began to attempt to contact [redacted] to find out what happened. I emailed [redacted] with all the screenshots from their website as well as referencing his comments that the bed was supposed to have Wolff Brand Bulbs. I have a copy if there is a way to upload it. I have the proof that they advertised that this bed had Wolff brand bulbs and since I have come forth, they have changed their website to remove the Wolff name from their lamps. I see this as 100% False Advertisement. Since they changed their website and are basing their claim on their current website, I also believe that they know they are in the wrong on this advertisement. Own up to your mistake and resolve the issue like a truly respectable company would do.A copy and paste from their website before it was changed, As you will notice the Wolff Brand is attached to both of their statements:"SunFire 36RThe SunFire 36R features 36 75" Wolff Reflector lamps at a economical price.Lamps36 x 75" Bench 100W Wolff Reflector Dark Tanning Lamps"From email communications from [redacted]:"[redacted] Mar 18to me that will be the Wolff reflector lamp"I have a copy of their website saved as a PDF, as well as screenshots and email communications showing they advertised this product to contain something that it really didn't. I have the proof that they falsely advertised and now I am stuck with what they sent me.Final Business Response /[redacted]/Like stated before, none of these lamps details matter for this bed as it is manufactured w a F-75" lamp, and the only lamp that is available to put in it is the F-75 Protech series bulb. This bulb is manufactured in our same factory that make all of our brand lamps and is FDA approved for this tanning bed. This lamp is made with the same wattage and reflectors that all of our Wolff lamps are. For manufacturing we can't just put any lamp in a bed to make it work, we have to put FDA approved lamps in our tanning equipment. So in conclusion, if this bed is advertised with an F-75 reflector lamp it is comparable to any lamp that we put in the bed. If the customer has any more questions they can contact us at XXX-XXX-XXXXSincerely, Master Tanning