RSM Entertaintment

We have reviewed the response from Ms. [redacted] regarding her account with Sun Tan City.Sun Tan City has agreed to refund Ms. [redacted] for her January's payment and the NSF charge she has accrued in hopes of resolving Ms. [redacted]'s issue. It is suggested that Ms. [redacted] update her billing information on her next visit to the salon or anytime prior to February's payment processing to ensure the billing information provided is correct as Sun Tan City will process payments only from the information provided to us  by the client. It is our hope that this resolves Ms. [redacted]'s issue and she continues to utilize our services.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted] J [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I stated in my original complaint, I specifically notified Sun Tan City staff that I DID NOT wish to enroll in a membership.  I was informed that "you don't have to" and was notified of a "deal" that would allow me unlimited tanning sessions for a given period of time.  
I was not provided a written agreement to sign.  I was instead asked to sign a black electronic pad while the staff person verbally explained that I was agreeing to pay a fixed amount and that I would wear protective eye wear in the beds.  I was never informed that I had been enrolled in an open-ended membership (which I very clearly stated I did not desire) and that I would need to cancel to avoid monthly charges.  Had I been provided an sort of copy of the agreement, I would've asked for immediate correction in the store. After noting unauthorized charges, I made numerous requests for the cancellation of any and all services and requested correction of the error.  I continued to be charged in spite of those requests.
After initiating this complaint, I did receive the partial refund check as stated in Sun Tan City's previous response, but I have not received any other reimbursement.  This "courtesy" being offered is insufficient.  I did not agree to pay for services and no services were requested beyond July 31, 2015. That was made very clear on the date of agreement and with each subsequent phone call made to Sun Tan City requesting termination of services.  Therefore a partial refund for "unused services" is inappropriate as no services went unused, rather I was charged for services I did not request.
I am asking that Sun Tan City correct it's own billing error by refunding the full amount by returning the remaining balance via check.  For the reasons mentioned above, I am not interested in a "glow card" and 
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have been told the same by zoomtan.this needs to be resolved and my money needs to be refunded.I authorize further action to be taken.
Regards,
[redacted]

I have received the complaint from Ms. [redacted] regarding her membership, purchase with Sun Tan City. On August 14th, 2016 Ms. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Mooresville location for $39.99 per month plus tax. Per the...

membership agreement that was signed in the salon by Ms. [redacted], all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused services. As of September 7th, 2016 Ms. [redacted]’s membership with Sun Tan City was terminated. Per the document that we have on file for Ms. [redacted], September was her first required payment. Ms. [redacted] has also tanned in the month of September as well. Loyal customers are the key to any company’s success so it is my hope that Ms. [redacted] will continue to utilize our services. I have appropriately noted Ms. [redacted] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely, [redacted] Director of Client Services

We have received and reviewed the complaint submitted by [redacted] regarding her account with Sun Tan City. While the double dark service is still available, our [redacted] software and solution options were updated. [redacted] units add more solution to a single application eliminating the need...

for a second pass. However, Sun Tan City has agreed to refund [redacted] as this was her desired outcome. [redacted] can anticipate a refund within the next 7-10 business days. It is our hope that this resolves [redacted] concerns and she considers using our services again in the future.

I have received the complaint from Ms. [redacted] regarding his membership, purchase with Sun Tan City. As of June 17th, 2016 Ms. [redacted]’s membership with Sun Tan City was terminated. Ms. [redacted] spoke with the district manager of the Encore location, and a refund request was submitted for Ms. [redacted]. The...

refund request was submitted for $62.46, which the client agreed to.  Loyal customers are the key to any company’s success so it is my hope that Ms. [redacted] will continue to utilize our services. I have appropriately noted Ms. [redacted] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely, [redacted] Director of Client Services

We have reviewed the additional response from Ms. [redacted] regarding her experience with Sun Tan City.
What Sun Tan City has done for Ms. [redacted] is removed the balance from the Glow Card that was issued to Ms. [redacted] via email and submitted a refund request for her as a courtesy in the amount of $65.99. This refund is set to go back to Ms. [redacted]'s debit or credit card that she had provided Sun Tan City for her automatic monthly membership payments.
We hope this resolves Ms. [redacted]'s issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]I DID NOT purchase a annual package!! I was on the app trying to renew my membership for spray tanning for 29.99 a month! 799 was not even an option on the spray tan side. After I thought I had purchased the 29.99 spray tan. After I thought I purchased this, there was no confirmation of anything sent to my email or on the app itself. I did not find out that my card had been charged the 799 dollars until after I checked my bank account!! She did not acknowledge anything I said in my complaint to the Revdex.com. I still don't have my money back. There customer service is garage and I got the run around everytime I called. The supervisor that approves refunds was always either in a meeting or she had not received my dispute. When I called last night the girl I spoke to said that it was a glitch. Now this lady is trying to say I purchased an annual package. Take some responsibility!! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]I am pregnant and I did not sign any type of paperwork with Sun Tan City. As stated above in my original complaint I am 5 weeks pregnant and cannot tan any longer. You should speak with your staff as they should not tell their customers they do not automatically bill their customers without approval. You really do not seem to care about your customers as you are okay with them tanning while pregnant ans refusing a refund. 
Regards,
[redacted]

I have received the complaint from Mr. [redacted] regarding his membership, purchase with Sun Tan City.On June 7th, 2015 Mr. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Zionsville location for $24.99 per month plus tax. Per the...

membership agreement that was signed in the salon by Mr. [redacted], all Sun Tan City memberships require at least 12 automatic payments before the client is able to cancel the membership and there are no refunds for unused services.Mr. [redacted] is more than welcome to tan any of our locations nationwide. We do have multiple locations in different areas of different states, which will put clients in different databases. The client is more than welcome to tan in the Springfield area, we would just transfer his information onto that database. Since we do not refund for unused services, the clients refund request would be denied since the client tanned and is in a 12 month agreement. The clients account has now been cancelled, and he has until the rest of the month to use his services.Loyal customers are the key to any company’s success so it is my hope that Mr. [redacted] will continue to utilize our services. I have appropriately noted Mr. [redacted] concerns and have forwarded them to the proper management team to ensure they are addressed.Sincerely,[redacted]Director of Client Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have received the complaint from Mr. [redacted] regarding their
membership, purchase with Sun Tan City.
 
On December 12th, 2014 Mr. [redacted] purchased a
month to month open-ended agreement that allowed them once a day tanning
services at our West Town location for $29.99 per...

month plus tax. Per the
membership agreement that was signed in the salon by Mr. [redacted], all Sun
Tan City memberships require at least one automatic payment before the client
is able to cancel the membership and there are no refunds for unused services.
 
As of June 3rd, 2015 Mr. [redacted]’s membership with Sun
Tan City was terminated. We have issued Mr. [redacted] a glow card, since we do
not refund for unused services.
 
Loyal customers are the key to any company’s success so it
is my hope that Mr. [redacted] will continue to utilize our services. I have
appropriately noted Mr. [redacted]’s concerns and have forwarded them to the
proper management team to ensure they are addressed.

I have received the complaint from Ms. [redacted] regarding her boyfriend’s membership, purchase with Sun Tan City. We would need the clients first and last name to locate his Sun Tan City account. If Ms [redacted] is not the account holder regarding her boyfriend’s account, we would not be able to...

discuss any further options with her. Loyal customers are the key to any company’s success so it is my hope that Ms. [redacted] will continue to utilize our services. I have appropriately noted Ms. [redacted] concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely,  [redacted] Director of Client Services

We have reviewed Ms. [redacted]s response to this issue and reviewed her account as well.If Ms. [redacted]s credit/debit card information was manually inserted into our system, it is possible that a mistake was made. However, when Sun Tan City attempted to process her monthly payment on the 1st of the month, the payment was rejected. Therefore, at that time we would require Ms. [redacted] to make her payment either in the salon, by phone, or online and update her credit/debit card information.Since the month of August payment was not received and that month has passed, Sun Tan City would be willing to have Ms. [redacted] pay for the current month of tanning, update her card information and we can reinstate her monthly membership.We hope that this option is an option Ms. [redacted] deems acceptable to resolve her issue.

We have read and reviewed the complaint made by [redacted] regarding her membership with Sun Tan City.When we reached out to [redacted] it was explained that she was previously set up on our Sunless Roll Over Membership and due to the card on file being expired and unable to auto draft the monthly...

payment, it terminated the membership in our system. Therefore, when she revisited the salon on 3/31/17 for services the salon manager explained that she would need to be set back up on a membership to use the visits on her account. [redacted] then explained she did not want a membership with auto payments so the salon manager suggested setting her up on our Birthday Bash membership since it was a one time payment so she would have access to the six spray tans that was on her account. It was also explained that with the purchase of the Birthday Bash membership [redacted] would receive a free sunless visit and 30 upgrade points which she could use for additional sunless visits if she wished. [redacted] stated that she understood her account now and thanked us for reaching out to her. It is our hope that this resolved all of [redacted]'s issues and she continues using Sun Tan City in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Until I have the refund in my bank account I will assume this is still unresolved. I'm not sure why a check needs to be sent "to the proper management to have the check mailed". Seems like all you needed to do with the check was put it in an envelope and stick a stamp on it. Considering I do not have my refund still I consider this issue unresolved. Thank you for this unhelpful update. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not accept this response because I never received my refund to my credit card . Regards,[redacted]

I have received the complaint from Mrs. [redacted] regarding her purchase with Sun Tan City.
 
On May 10th, 2015 Mrs. [redacted] purchased a month to month open-ended agreement that allowed them once a day tanning services at our Frederica location for $59.99 per month plus tax. Per the membership...

agreement that was signed in the salon by Mrs. [redacted], all Sun Tan City memberships require at least one automatic payment before the client is able to cancel the membership and there are no refunds for unused services. In addition, there is no way for our employees to copy and past a signature that was one document to another. All forms are electronic and signed on separate forms.
 
As of July 9th, 2015 Mrs. [redacted]’s membership with Sun Tan City was terminated. We have issued Mrs. [redacted] a Glow Card. Glow Cards spend the same as cash at any Sun Tan City location and can be used for whatever Mrs. [redacted] chooses.
 
Loyal customers are the key to any company’s success so it is my hope that Mrs. [redacted] will continue to utilize our services. I have appropriately noted Mrs. [redacted]’s concerns and have forwarded them to the proper management team to ensure they are addressed.

We have received and reviewed the complaint made by Mr. [redacted] regarding the freeze credits on his Sun Tan City account. Typically when clients cancel a membership while it is in a frozen status, the client will lose the credit they would normally receive back as an in store credit if they were...

to unfreeze their account and continue services. As a courtesy Sun Tan City has submitted a refund request totaling $145.00 for Mr. [redacted] to be reviewed for the total amount of freeze payments he made. It is our hope that this resolves Mr. [redacted]'s concerns.