ComplaintsforT-N-T Tanning Salon, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled a tanning package in the store on 8-15 -2023 for my daughter ****** and they have been taking the $ out of my bank account. Yesterday I called the local store and was told that yes the account was closed on 8-15-2023 and I needed to call the corporate office. When I called the corporate office today I was told that they have no record of the cancellation and that I need to fax or mail them a hand written letter to cancel the account or they will continue to charge me. I was told the address is on the website. The ironic thing is my neighbor has an account and has been going for over a year and never be en charged. I believe their computer system is just messed up.

  Business response

  06/07/2024

   Good Afternoon.

    I am responding to complaint# ********. The client, ***** ******(the payee),  signed up her daughter, ***** ******, for a VIP membership on 6/15/23.  This is a monthly auto draft program- much like a gym membership.  It is on going until cancellation is received in the corporate office. I have provided a copy of the contract and amendment she signed. A copy has also been mailed to the client as well. I have spoken with the staff member, Cheryl, who was scheduled the day the client states she called the salon on 6/5/2024.  There was no call made to the salon in regards to this matter.  There is also no comments on clients account in regards to any cancellation on 8/15/2023- as she has stated.  There are no comments because the account was active at the time she allegedly called.  Unsure how a comment was stated to client over the phone on 6/5/24, allegedly, when there was no comment to even  read.   Cheryl does however remember the client interaction from August of 2023- due to the client being rude.  Client wanted to cancel, Cheryl gave her the cancellation form.  Client wanted to cancel in store, which was explained that all cancellations go through corporate- as stated on the cancellation form and signs posted in store.  Client was not happy.  Cheryl even suggested she could fill it out and go next door to Fed Ex to fax over immediately. Client took form and left. I have also provided a copy of the signs that are posted in the salon. Per the contract she signed it states "I understand I need to provide 30 days written notice to the corporate office to cancel my membership." The contract also states "I acknowledge I have 30 days to dispute any and all charges made to my account, after which all fees charged are accepted by me or the payee." On the amendment, which she also signed, it states "I understand that I must give 30 days written notice to the corporate office in order to cancel the membership.(Cancellations are not taken in store or through email...) Back in August of 2023, the August draft on 8/1/2023 - did not process.  The card was coded "Do Not Honor."  A letter was sent to client notifying her of this.  I have provided that as well. On 8/3/23 ***** was guest tanned as a courtesy and notified personally of the NSF.  On 8/4/2023 Payment was made for August and new bank information was given to continue drafting every month.  I have provided that as well.  I am uncertain why you would provide new information if you allegedly were cancelling.  This takes us to 6/5/24, when client contacted corporate.  This is the only communication we have had.  All of this was explained by the VIP Manager, client then threatened to contact BBB- which she obviously did.  If client truly cancelled, why did she not follow up or contact us for almost a year? The charge shows every month on the card statement. There has been no glitch- for our processing is handled by a third party, and only the VIP manager has access to the information.  As for the comment about her "friend" allegedly tanning for free, if its true somehow, it will come to light and be handled accordingly, and if true it just shows how dishonest people can be. At this time we have taken the liberty and cancelled the account. There will be no further charges.  There will be no refund either, and ask the the client and her daughter tan elsewhere in the future. We consider this matter closed and appreciate your time in the matter.

  Thank You.

  Customer response

  06/07/2024

  Better Business Bureau:
  
  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.

  i have included screen shots showing the date and time of when I did call the salon. The person I spoke to at the location informed me there was a note in the account stating there was a cancelation on 8-5-2023.   On 8-5-23 I was physically in the salon and handed a paper to sign to close the account and told by the employee that they would take care of canceling it. When I called in on 6-5-24 to the corporate office at first I was told that they would take care of the last 3 months that I was charged but then when I explained to them that I some to the local store and what I was told  there I was told this would no longer be the case. I also explained that I have a neighbor who has been tanning there for over a year under a “contract and has never been charged once so I feel that their computer system is not working correctly.  If they were not in the wrong why would they offer to reimburse me for three months then take that back?   Obviously the account can be pulled up and you can see that me and my daughter have not been in there at all since 8-5-23   Even the person that I spoke to at the office said we had not been in since the account was cancelled on 8-5-2023 and should not have been charged and that I needed to call corporate and she gave me the number  why would I have an open account for my daughter who lives 45 minutes away and has for 8 months  
  

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩