Complaints

This profile includes complaints for Hawaiian Holiday Tanning & Beauty Salon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hawaiian Holiday Tanning & Beauty Salon has 5 locations, listed below.

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• 

  Hawaiian Holiday Tanning & Beauty Salon

  1919 Black River Blvd N Rome, NY 13440-2446

• 

  Hawaiian Holiday Tanning & Beauty Salon

  415 N Main St Herkimer, NY 13350-1997

• 

  Hawaiian Holiday Tanning & Beauty Salon

  34 Oriskany Blvd Ste 22 Whitesboro, NY 13492

• 

  Hawaiian Holiday Tanning & Beauty Salon

  1035 Albany St Utica, NY 13501-2642

• 

  Hawaiian Holiday Tanning & Beauty Salon

  PO Box 220 Yorkville, NY 13495-0220

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a monthly payment membership last summer at hawaiian holiday tanning. My debit card expired months ago and I got a new one. In the mean time they kept trying to take money from my expired card. I got no notice from them as far as I can tell. Money is a little tight, and I have been trying to get rid of things I don't use or need And when I went in there to try to cancel my membership today, the lady told me that she could see my card was expired on file and that every month, it tried taking a payment and got rejected back, and they added that to my account. So far, it's added close to 400 that I owe now. I told her I never got any kind of notification and she said, it's all on computer, and it just tries to take the money, and if it's not there, it bounces back. If I had known I would have given them my new card. I said as unfair as I think it is, I will pay it off as soon as I can. But I want to cancel my membership in the meantime, so I don't keep adding more and more debt to my account. She told me I cannot cancel my membership until I pay this off. So by the time I pay this off, it's probably going to be pushing 700 dollars. The same thing happened to my girlfriend.Whose card expired. She will probably be writing a complaint As well.

  Business Response

  Date: 01/31/2025

  The client's membership terminated after a final attempt to debit in December 2024 was declined. There has been no attempt to debit as of January 2025. No action will be taken by our company to collect the past-due balance, and no future debits will be attempted. We will be more than happy to assist the customer with forgiving a portion of this balance should they decide to sign back up in the future. It is at the customer's discretion to update their card information, being on an autopay monthly plan. A cancelled or expired card doesn't cancel the membership, it declines the debit. Our Sales Specialist Ashley can assist the client should they decide to return.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to start this off by saying I had been previously tanning at the Whitesboro and Utica locations for several years, and never had any issues. Last April, I moved to the Syracuse area and decided to cancel due to finding another tanning salon closer to my new home. I went into Hawaiian Holiday in Syracuse in August and let them know I will be cancelling. They had me sign something on the electronic pad, and told me I would still have 30 days or so to tan because of how the billing is set up. I tanned once that day, and never came back. Imagine my surprise when I saw I had been charged every month since April for services that were cancelled and I was clearly not tanning there anymore. I called and spoke to a "manager" who stated my account was not closed but it was only temporarily paused. Apparently that is what I signed, and she had no way of seeing which store rep even did this. She had no answers and stated I wouldn't even be able to close my account now, because I owed them money (?). She told me these are valid charges, and they do not offer refunds. She said she would let another manager know and I would get a call back. I did not, and tried calling back the following Monday with the same response - "No refunds, you can't cancel, I'll have a manager call." Finally I just reached out to my credit card company to dispute this. However, I will likely need to fight this with collections as apparently I owe money. Really disappointed that this is how Hawaiian Holiday operates these days. I used to love this company and knew a few awesome girls who worked at the Whitesboro, Herkimer, and Utica locations. I would caution anyone thinking of tanning at the Syracuse location, as cancelling your account appears impossible and there is just no accountability.

  Business Response

  Date: 08/22/2024

  **** was contacted by management and left a voicemail with no returned call. We only have a record of a freeze for this client. We have no record of this client questioning the nature of her membership prior to July 28th when she was called. Corporate tried to call the client back to inform her that as a courtesy we terminated the membership, and also waived her $206 balance so she will not be billed going forward or have to pay any past due balance. We unfortunately cannot refund past charges per the initial agreement. If the customer informed of a charge the first billing that happened after the freeze, we could have prevented the future charges by submitting a cancellation then, like we did now.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RIP OFF, RIP OFF, RIP OFF! IF YOU ARE THINKING OF USING THIS VERY DECEPTIVE TANNING STORE in guildreland,NY I'D CAUTION YOU TO RUN AS FAR AWAY AS POSSIBLE. I paid $140 for 30 days of tanning. I specifiacally asked if the 30 days runs out or wether it's 30 days, working around my shcdule. I knew I would not be ale to use the full 30 in 30 days......the witless girl behind the counter assured me that I could come back until the 30 days run. I was able to use 4, then I was not able to return until about 6 weeks later. But, she had ASSURED me I could do that. When I went back, she acted like she never saw me, and asked how I wanted to pay???!! I used to work in Consumer Protection. I know how to ask questions, There is NO WAY I would have spent the money on the 4 tans I received, without full knowledge I could use the full 30 at another time......THIS PLACE IS A COMPLETE AND UTTER RIP OFF. I WILL BE FILING A COMPLAINT WITH THE BBB (although I'm sure they do not care, they will continue to rip people off).

  Business Response

  Date: 07/05/2024

  As you can see by the client's complaint, she copy and pasted it from her ****** review. The manager of this location sold her the 30 Day Pass, where if you look at our ****** reviews for our Guilderland location, she receives many 5 star reviews for her excellent customer service. We have never once received a complaint about this employee misinforming a client about a 30 Day Pass. It would not be in the interest of the manager to misinform the client as she knows that the pass would no longer be on the client's account past 30 days. Our price guide is located directly on the counter at the register where you complete your purchase. It explains what each option is, and it states "Pass = Consecutive days, day of purchase counts as day 1." Our pricing is also on our website which states: "*30 DAY PASS AUTOMATICALLY EXPIRES IN 30 CONSECUTIVE DAYS." A description is posted where the pricing is posted in-store and online, therefore very transparent. The manager offered this customer a courtesy tan, and while she was tanning she would see if there is anything that could be done. She explained to her that when she purchased it, she told her it was 30 days, not 30 sessions.  The client refused the free tan and left. Unfortunately, this client didn't give the company an opportunity to look into the situation and see if we could come up with a resolution before leaving a 1 star ****** review and BBB complaint.1 Session is listed for $25, 30 Day Pass $120. 30 sessions would never be equivalent to 5. There are no tanning salons with our equipment where you could receive 30 session with no expiration for that price. 

  Customer Answer

  Date: 07/08/2024

  Of course I cut and pasted my ****** complaint....THAT IS my complaint.  Not sure what that has to do with anything.  And, the fact that you do have some good reviews...so what? That was not my experience.  As for not allowing the company to make an offer before posting a complaint?  The sales person only offered me 1 10min. tan.......I paid $150, and had 4 tans, when I paid for 30.......while your girl might be a great sales person, I'm telling you she lied to me.  I would have NEVER paid for a package I was not going to be able to use.  She said the 30 day don't expire......it's 30 tannings. They DO NOT have to be consecutive.  I explained I was not going to be able to use foe a few weeks, she said no problem.   I really don't care what you believe.  As I said, I have worked in Consumer Protection.....I am keenly aware of what questions to ask. But, go ahead, keep making excuses.

• Initial Complaint

  Date:05/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a membership with Hawaiian holiday. I am constantly getting charged more and more on my account without any prior authorization, notice or consent. I went from paying 9.99 to 29.50 a month. The salon recently got renovated, coincidentally our membership prices increased again. They charge hidden fees then when you ask what they are they make things up and say it's part of the policy. The policy that just keeps changing. I am sick of the increase in membership prices without me knowing and I rarely use the membership, so I went into the location to cancel, the girl tells me I have to come back when a manager is present. I asked for her schedule and came back when the manager was there. As I asked to cancel my membership she proceeds to tell me that I have to pay for May still because I didn't cancel before the 10th of the month. Stating it was in the policy when I signed up. Meanwhile I signed up for my membership when I was 17, now 30 and as far as I’m concerned that policy is voided considering the amount of times my membership price increased without any prior authorization signature or notice and the years that have passed. As well as I never saw, read or was given any type of policy. She said I'm sorry I wish there was more I could do. I asked for a copy of my cancellation sheet to take to the bank with me. On the sheet it says before I cancel I was offered other options, which I was offered none. Now come May 1st I look at my bank statement and not only did they charge me the 29.50 for May but they also charged me a 19.60 fee which I did NOT authorize. So now they charged me 49.10 to cancel a membership?! I cannot believe this company does this and even allows this! I had intentions of signing back up after summer because I only would use the membership a few times throughout the winter but now I will never give them my business again and I will be telling everyone I know about the scam this place is pulling off.

  Business Response

  Date: 05/06/2024

  Hello, I would like to start by apologizing for your dissatisfaction with our policies. Unfortunately, it is very common business practice for companies in all industries to increase their prices to keep up with the current economy and business expenses. It is not something we look forward to doing when that time comes, but it is necessary. I understand completely as I experience this personally with many different companies for services. We always post notices in every salon location well in advance anytime there is change to price, draft date, or annual fee, although the agreement states they may change without notice. Since you have become a member, we have actually lowered our annual fee from $25 to $18. We also have made improvements to our cancellation policy. When you joined, a 30-day notice was required. Our system update now allows us to have the 10th day of the month be the cut-off day to cancel for the upcoming bill. We have also not made any further increase to monthly rates. There is currently no facility in our area that offers tanning as low as our pricing, even with the increase to $25. Our competitor is $40 per month. Gyms that have tanning, have annual fees of $40-$60. I have attached the notices that were posted in all locations for both the price increase and annual fee.  In reference to the options offered when cancelling, you would not be eligible to downgrade as you are on the lowest pricing offered. Freezing is the only other option which is always available to clients right on our website ************************************** After a 3-month freeze, your autopay automatically renews. It is an alternative option to cancelling, if you just wanted to take a break. A refund cannot be issued as all policies were followed appropriately. We appreciate your patronage with our salon over the years, and I issued a courtesy diamond upgrade on your account if you'd like to come in to tan while your membership is still active for the rest of May.

  Customer Answer

  Date: 05/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I understand that times are changing and we have to keep up with that as well as competition. As I stated I was not happy with paying the 25 for May but it is what it is and that’s fair so that was not my issue. In the policy when I signed up it stated annual would be charged on May 15th. Not the 1st. Now as far as you posting updates on those charges in the salon I rarely tan so for someone in my situation I never even see them posted! Now you trying to charge me an annual fee for a year of membership that I won’t be using, is not fair business. Like I said I understand I didn’t cancel in time that’s fair to pay the monthly membership fee but as far as an annual fee goes I already paid my annual fee for the year I used last May. I am pregnant therefore you giving me an upgrade does nothing for me in terms of solution as I cannot tan, another part of the reasoning for cancelling as I won’t be able to use my membership for another 10 months or so. I would appreciate you refunding the annual fee as I won’t be using the year at all. I truly wanted to return after the baby, as I do like to utilize the tanning during winter months, it’s not even 20 dollars which is nothing compared to the money I’ve spent at your salon over the years. The 20 doesn’t mean anything to me it’s the point of good business that means something to me.   Regards,  ******** ***********

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Hawaiian holiday tanning in mattydale ny, in jan/feb 2024. I did not like the spray tan as it made me look orange. I asked the associate if there was something i could change so it didnt look orange she said no. I gave it one more try and still looked orange so decided i want to cancel. I waited the 2 months like i was told then went to the store to cancel. I went into the salon to cancel on Sunday April 7th, no manager there to cancel. I called the next day to the mattydale location and was told by jen the manager she was working until 7pm Monday 4/8 and Tuesday 4/9. I went to the mattydale location little after 5pm on Monday 4/8 and was told she was at the whitesborough location and I couldn't cancel. I said I just talked to her this morning and confirmed she would be here. I called the same mattydale location number that I called at 1046 am and spoke again to jen the manager who said yes I'm in whiteborough today and tomorrow. Not sure how the phones get transferred to another location but not my fault . I called the mattydale and was told she would be there so I could cancel and she wasn't. Jen wouldn't be in mattydale until Wednesday and conveniently gets out before I get out of work. So my only option to cancel is to run around town to find this one manager or to take of work? She said I could go to the post office to mail them a letter to cancel, that I would need to do tomorrow in order to not only get charged next month but on top of that a yearly membership fee. Again I work the same hours cant do that. Looking at their website you can sign up but you can't cancel? There are no steps listed on there how to cancel or where to even send a letter to. This place is a scam and ripping people off because you can never get a manager to cancel your membership. What do I do, continue to pay for a monthly service that I am not happy with and won't use?

  Business Response

  Date: 04/10/2024

  This membership cancellation has been processed. The membership will expire on 4/30/24, no further charges will be debited.

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had an hawaiian holiday subscription for a little while then i had gone in to try and cancel it and the lady at the desk told me that it was canceled and i didn’t have to worry about anything with them again. then i just woke up today probably about a month after canceling it to my account being charged $73 so i called back and the lady who answered this time told me i had to pay that and another $130 or they were just gonna keep charging my account. and im just a teenager trying to make it by myself i can’t keep dealing with this **** because people dont know what they are doing. i just want my $73 back and to not have to pay anymore

  Business Response

  Date: 04/10/2024

  There is no record of a cancellation on this account. There was a lapse in payments because the card on file was declined, that is what the balance was from. We accept in-store cancellations with a manager, the client signs a document which is saved to the account. We also accept cancellations by mail. This membership is now cancelled, and will expire on 4/30/24. Due to not having a record of a cancellation request prior to this, we cannot issue a refund. I have applied a courtesy store-credit of $136 in good faith. The client can use this for a future purchase.

• Initial Complaint

  Date:10/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and i cancelled our membership for tanning in August, was told it was too late in the month to stop the autopayment for September, which we agreed. They still took 68 out of my account and 40.50 out of my wife's account. We called and they said yes they did on October 3rd and said it would take 7 to 10 business days to get it put back on our cards. Today is the 21st and still no payment to our accounts even after multiple phone call to the business. They just keep saying they are trying to reach the regional manager. I gave them my name and phone number and said they would call back by end of business day on the 19th. No call. Called again yesterday, and they still say they are trying to reach the manager. Told them if we didn't get our money back or hear from them by close of business on Friday, we would be contacting the BBB. Thank you. Phone number ************* **** ** ****** *****

  Business Response

  Date: 11/11/2023

  Our records indicate your memberships were cancelled by Alissa, and refunds for the October debit were processed on 10/20/23 by our office manager Danielle. $68 Refund for ****** to card ending in **** $40.50 Refund for ***** to card ending in **** Please let us know if you did not receive your refunds, as our records indicate they were processed so we were under the impression this was resolved. Please advise. 

• Initial Complaint

  Date:09/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing a monthly tanning package in February 2023, which 40.50 was deducted from my bank account automatically per month, I requested to cancel my package in June 2023 which I was told I could cancel any time when signing up. At this time I requested to cancel, I was told I could only do so if the Manager was present in the salon. I requested her hours and went on two additional occasions and the Manager was not present. The employee called the Manager and she spoke to me on the phone explaining they could freeze my package for three months. I decided to go ahead and do that. As of 9/1/23, I attempted to contact them to cancel via website and no reply. I went there today, 9/10/23 to cancel and again was told a Manager needs to be present but her hours conflict with my work schedule. I requested she contact someone to cancel my package and she said she could not do that and suggested I send a certified letter to the Yorkvill office. (This is the North Syracuse salon). They charged me 40.50 after trying to cancel with no success. I feel spending additional fees on a certified letter is unacceptable and all I am trying to do is cancel my membership as I am not using their services. I cannot afford a monthly fee of 40.50. Please help me have my membership cancelled and reimburse me the 40.50 charged this month.

  Business Response

  Date: 09/13/2023

  The client submitted an online submission stating she went into cancel when a manager was not available. The membership was just joined on March 24th, 2023. The membership requires a minimum of two billing cycles prior to cancellation. The client had to be billed for April and May, which she was. The client froze the membership in May, and was not billed for June, July, or August. The freeze ended 8/31/23, so the autopay was debited on 9/1/23. Frozen memberships cannot be cancelled. We offer a 30-Day pass that automatically expires 30 days from the purchase date. This option is available for clients that do not want to use the services for several months.

  After receiving her online submission, I cancelled her membership so she does not need to go in person or mail a certified letter. I e-mailed the client to inform her of this. She will not be debited going forward.

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for explaining your cancellation process.  My frustration was in the fact that I was turned away after visiting the salon to cancel on several occasions due to the Manager having limited hours.  It is not explained at the time of signing the contract the cancellations must be done in person with only the Manager.  This also put your employees that greeted me in an awkward situation, who all expressed an apology.  You may want to consider updating your cancellation policy to on-line or having onsite staff handle to prevent the frustration to other customers, which only due to this BBB complaint was finally resolved. Regards,

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tanning salon is leaving stickers that don’t come off on college kids cars, I believe they are targeting college students of color as a RACIST act.

  Business Response

  Date: 08/31/2023

  These concerns were addressed today over the phone. These were not stickers, they were post card advertisements that were unfortunately placed onto vehicles unbeknownst to our company, and due to the rain it caused them to stick. In no way was there any racist intent behind this, as there would be absolutely no way of knowing the ethnicity/race of the owner of a parked, vacant vehicle in a parking lot. With that being said, people of any ethnicity/race that were parked in the same parking lot also had this same flyer on their car.  These flyers were intended to advertise a new tanning salon to perspective clients. They were supposed to be left at businesses, and unfortunately the team thought they were going above and beyond by leaving them on college student's cars so they could see the special college discounted rate. Corrective action has been taken, and this will not happen in the future on our company's behalf now that it has been brought to our attention. Again, we extend our apologies for any inconvenience this has caused.

• Initial Complaint

  Date:06/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been a member of Hawaiian holiday for years and 2 months ago the membership doubled from $10/ month to $20/ month. I just received my back statement and it has now gone up to $30 a month ( without notice) . I called and manager said that’s the new minimum membership and no notice was sent out. Would not refund or cancel subscription. I was refused a corporate phone number or to speak with anyone higher up. The only day to cancel is a small window of time on the days I work.

  Business Response

  Date: 06/26/2023

  ***** submitted her concerns on the contact us page of our website, 6/13/23 at 3:14pm. Our corporate office manager Brittany called ***** and spoke with her to address her concerns on 3/14/23 at 3:28pm. Brittany explained that ***** was previously on an older, grandfathered-in membership that is no longer in the system, and a notice was posted in the salon in January of this year notifying clients of the price increase. The customer agreed that she did see the notice posted in the salon. Another notice was posted in March informing clients that an additional system update was going to change over all memberships to our current offered pricing, which for her level is $25 per month plus taxes and fees. She was also told the billing agreement states the monthly dues can change without notice, but a notice was posted prior to any increase. She was advised that our Whitesboro location normally has a manager on if she couldn't get to Rome when there is one there. She was also offered to freeze the membership. She was notified of the 21-day notice to cancel before the 1st of the month.