Totally Tan

Ms [redacted] claims that she cancelled her membership months ago but we have no record on our server of her ever filling out a cancellation formAll forms are filled out electronically and a copy is sent to the server, to the salon and to the client to the email provided by provided by the client on the formAttached is the new membership agreement form that Ms[redacted] filled outShe had a membership with us for several yearsIf a mistake is made we can remedy the issue per the termsTotally Tan cannot be held responsible for a client not checking their account for several months and not requesting a cancellation per the agreement termsWe have cancelled her accountNo one has access to Ms[redacted] 's banking information as we are fully PCI compliant and all credit card information is encrypted and cannot be seen through our POS systemWe are not linked directly to her bankAttache are the emails that were exchanged back and forth regarding her account and she also received a called from HQ this morningWe believe [redacted] is upset because she is not getting a full refund of her membership for the months she chose not to use themMs[redacted] 's did not contact the HQ until this morning and she did receive a call backShe did however try to contact us through social mediaAt no time did we agree that a cancellation form was submitted and not processed.While it may seem expedient to just refund MsMs[redacted] 's money for the unused months we made it a corporate policy to stick to the terms of the membership agreementOur pricing is set up so that membership offers the best value and we are the number one tanning salon chain in our area for this reasonMsMs[redacted] 's obviously agreed with that for several years as she had been a member since Sincerely, Totally Tan, Inc

Initial Business Response /* (1000, 5, 2015/12/08) */
He was upset that a form was required to fill out a cancellation and that the attendant was rudeA manager followed up via email sending him the form to cancel his membershipHe did not fill out the form per his membership agreement requires
itHe states that the terms are in fine print and they are in fact in bold print right where he signed the membership formHe also stated that because he failed to block the payment and did not check his account for several months we should refund him all months that he didn't use his membershipAll that was required was for him to sign a cancellation form that was prepared for him twiceMr*** was refunded for one month of membership dues because he was so upsetI understand that Mr *** is upset and feels that his satisfaction should override policy and his agreement termsAn exception was made and one month was returned to him
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that their agreement form may very well state thisI never saw the form and never saw a follemailThe fact remains that their employee clearly failed to do their job at the time of me verbally cancelling my membershipIf me signing something is required, that's more than fine but the employee did not state this nor did she provide me any means of cancellingShe was eager to tell me that I would have to pay for the following month since I did not cancel by the 15th per Totally Tan's policy (horrible policy making someone pay up to days for service they no longer want)So...she had obviously been trained on policies and procedures on what members needed to do when cancellingSince that is clearly the case, why did she not tell me I needed to sign something while we were talking face to face? Shame on me but like the vast majority of people, I don't read every word of every agreement I signThat is quite and Totally Tan is clearly aware of this fact...people just sign when told to sign and never read a thingSo..."legally" I understand Totally Tan can just TAKE my money even though they provided absolutely zero services to me and hence, incurred zero costs during these months they took my money
Again, their employee ALSO should have been trained to tell people they need to sign something to cancel at the point the customer verbally requests the cancellationIf she would have done her job, this all would have been avoidedIt is as if Totally Tan almost enjoys this practice"Let's make people pay up to days when they don't want to for no reason and then let's make them sign something to cancel their membershipWe'll put that in the contract that no one will ever read and then, let's not say a thing verbally about this policy when they are face to face with us."
Their employee seemed to enjoy the fact I missed the cut off date of cancelling on the 15th when I cancelled on the 18thAnd BTW, isn't a verbal agreement/cancellation as binding as something in writingHence, Totally Tan was fully aware I wanted to cancel my membershipThat's clearYet they continued to charge my account because I did not follow their internal policy of signing somethingSomething that their employee had every opportunity to share but failed to do so at the point of cancellationThat seems criminal
I would actually like all of my money back (prorated) from the time I cancelled on July 18th through the end of NovemberThat seems more than fair and reasonable frankly
Final Business Response /* (4000, 9, 2015/12/09) */
Mr *** was sent an email that he provided on his membership form and the terms are clearly statedThe form for cancellation was ready when he verbally requested it but he chose to walk out the door and use other means to cancel his membershipWe followed up with an email to get him a cancellation formWe followed policy and procedureWe apologized and refunded one month which was making an exceptionWe can not be held responsible for someone choosing to leave and not checking their account for several monthsThe YMCA and LifeTime fitness all provide a service for a monthly cost whether you go and work out or notIt is the responsibility of the user to make adjustmentsWe allow our members to freeze their accounts if they don't think they will be using it, they only need to fill out a formThe forms are electronic and easyHe could of called at any time, lodged a complaint in July and it would of been handled but he chose not toWe will not be issuing any further credits of any kind and we consider this matter closed

Our POS system has shown that the amount was refunded and we were unaware that this did not go throughThe only contact with Ms*** was on 3/and apparently the refund was never fully processedThis is our first notice from Revdex.comWe have refunded the amount directly onto her card to the
email provided on this complaintMs *** purchased a unlimited package and was with a friend who was also purchasing a pointThe employee accidentally rung up the package under her friends accountOn the next day the package was corrected and put into Ms ***'s account and she was given a free tan on the evening of her purchaseMs *** has told the manager on 2/that she would come in salon and resolve any further issuesShe never showed up and the manager considered the situation resolved until Mar when Ms *** said she did not receive her refund and claimed that we stole her moneyAgain, Ms *** did not come into salon nor did she state on the 2/event that she "changed her mind and did not want the package"It is our policy that all purchases are final given the nature of the service and is posted at the register at the front counter and Ms ***'s package and purchase were all rectified the exact day that she requested itWe have decided to refund the money as Ms *** did not use the package

I am rejecting this response because:The information they are supplying is innacurate I contacted the branch in plymouth directly and spoke with the manager at the time of the incedent She rejected my complaint at the time Thus I contacted the corporate office directly via phone and email and never recieved any responseAs for the my posts on facebook, they did repond to my complaint immediately rejecting my complaint That is when I continued my complaint citing advertising laws, which again they reponded to, so the idea that they I was unwilling to wait for a reponse prior to continue to complain is falseThey reponded times and rejected my complaint each time The post were marked as spam not due to the number of comments I posted, but due the fact the comment contained links to federal statues on advertising laws The business seems to think that my "impatience" is a valid excuse for advertising which is ridiculous

We have contacted [redacted] directly via email and will no longer make discussion through this portal. We have also requested that she discontinue calling our other locations to seek a refund.

I am rejecting this response because:
Dear Revdex.com,The screen shots which they sent are nothing more than receipts with confirmation that they ran my card on those dates and that they have collected a payment post my original cancellation in the beginning of April. I just spoke with my bank who informed me that I changed both my card numbers from ending with [redacted] to a new card which ends with [redacted] and [redacted] on April 11th of 2017. Any transactions by Totally Tan after 4/11/2017 should have stopped.I paid for services for months of May, June, and July which I did not receive. I expect a full refund in the amount of $98.37 or I expect 3 months of full services because they continued to charge and force a transaction through linking to my direct bank account. My bank cards are all debit cards. I did not give Totally Tan permission to link to my bank account and to force a transaction even after the card number was changed. I have attached my phone number below. I am happy to make a 3-way call with my bank so you can hear the facts directly form them. My agreement with Totally Tan, that I signed, states that I can cancel at any time. I have attempted to cancel in the beginning of April, 2017 via the phone and via an email. Despite what their policies are, they have other ways of canceling memberships. I spoke with branch manager on Woodbury location Miranda, nearly 2 weeks ago, who confirmed that cancellation of membership is available via the internet. I have attached that chain of emails. As well as, I spoke with branch manager of Maple Grove location Angel over the phone, I have the conversation recorded, who stated that cancellation of membership is available through other means than just appearing in person at the salon. Those opportunities are available under special circumstances. Thanks, [redacted]

Ms. [redacted] claims that she cancelled her membership 3 months ago but we have no record on our server of her ever filling out a cancellation form. All forms are filled out electronically and a copy is sent to the server, to the salon and to the client to the email provided by provided by the...

client on the form. Attached is the new membership agreement form that Ms.[redacted] filled out. She had a membership with us for several years. If a mistake is made we can remedy the issue per the terms. Totally Tan cannot be held responsible for a client not checking their account for several months and not requesting a cancellation per the agreement terms. We have cancelled her account. No one has access to Ms.[redacted]'s banking information as we are fully PCI compliant and all credit card information is encrypted and cannot be seen through our POS system. We are not linked directly to her bank. Attache are the emails that were exchanged back and forth regarding her account and she also received a called from HQ this morning. We believe [redacted] is upset because she is not getting a full refund of her membership for the months she chose not to use them. Ms.[redacted]'s did not contact the HQ until this morning and she did receive a call back. She did however try to contact us through social media. At no time did we agree that a cancellation form was submitted and not processed.While it may seem expedient to just refund Ms. Ms.[redacted]'s money for the unused months we made it a corporate policy to stick to the terms of the membership agreement. Our pricing is set up so that membership offers the best value and we are the number one tanning salon chain in our area for this reason. Ms. Ms.[redacted]'s obviously agreed with that for several years as she had been a member since 2014. Sincerely,  Totally Tan, Inc.

The customer has a legitimate complaint but was more upset that he did not receive an answer after hours. We have addressed the training issue on this and added the button on the register so the staff knows that the service he requested is available. We thanked [redacted] for his insight and feedback...

and have noted his account that he can purchase the special by the last day of the month as that is when our Calendar of Events specials end. He needs only to go in and purchase it. We are not giving him extra sessions since he seemed to think he should have an answer and resolution before the opening of the next business day. It was his choice to send so many messages through Facebook that Facebook marked his messages as spam. That was [redacted]'s choice.