ComplaintsforSun's Up Tanning

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5/10/2023 - At about 10am I signed up for a red light membership at SunsUp Tanning in their Oak Grove location. I told the employee that I was only interested in one month & asked what date I needed to cancel my membership. She told me I needed to cancel in person on 6/8 or 9. I was not given a copy of the contract or a receipt.5/11/2023 - My credit card was charged $77.95 for one month membership.6/9/2023 - At about 10am I went in & told the employee I wanted to cancel my membership. This employee, who was different from the employee I dealt with when I signed up, told me that I couldnt cancel until 6/15 or 16. 6/14/2023 - At about 10am I went in and again tried to cancel my membership. This time I dealt with the original employee I signed up with. I was again told I had to wait until 6/15 or 16 to cancel.6/15/2023 - In the morning I checked & my credit card had been charged $65 for a second month of membership. At about 11am I went in & was told that the only way I could cancel my membership was to sign a Departure ****************** which said that I understood last payment of ***** will be due on 6/15/2023. It goes on to state that I have use of the facility until 7/14/2023. This is unacceptable. I do not want more red light treatments. I want $***** refunded to my credit card. 6/16/2023 - I emailed SunsUp corporate stating the above information.6/19/2023 - I received an email from *************************, Senior Admin of SusnsUp ************** Spa extolling the virtues of red light & saying there is not a way for us to make changes to the account until after the first payment is made. She included a copy of the contract I signed on 5/10/2023.6/21/2023 - I emailed ************************* & told her that was unacceptable & that I would contact the ****** ************************ & the Better Business Bureau if my credit card wasnt refunded. I have not heard from ****** or SunsUp since then & I haven't received a credit to as of 6/27/2023.

  Business response

  07/26/2023

  Hello 

  The corporate office sent copies of the member agreement which the customer signed and had to read before signing. The claim that the documents were not seen or explained can not be so, as there is not a way to avoid this.

  And the membership agreement states the date of change policy as being the 13th as well. 

  In the system we do have for purchase a one month of Redlight so my question is  why sign up on a membership if you did not plan on staying a member if the claim was to only want one month. - The discount on products and other numerous benefits of becoming a member would be the only reason someone would do that would be to take advantage of the extra perks it provides. 

  So all the while we appreciate each & every client and time they spend with us we also created the member agreement for our protection as we have been in business 29 years this year. We do our absolute best to provide the best customer care possible, however we are not able to break or adjust the terms and conditions of the member agreement due to a person not being willing to read or follow the protocol they promised when signing the agreement in question. 

  Have a great Day, 

  SunsUp Corporate Staff 

   

  Customer response

  07/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Business response does not address the fact the business refused to
  allow customer to cancel when requested on two different dates with the
  excuse that personnel present could not process the cancellation.
  Business response ignores this and attempts to shift blame to customer.
  
  Sincerely,
  
  ***********************

  Business response

  08/14/2023

  All terms and conditions are stated in the agreement (this is why the computer would not allow the consultants to cancel the customer before the first payment was taken) it was not that they didn't know how. It is set up to not allow this to happen.  It is not an attempt to shift the blame in any way it is simply terms and conditions of an agreement signed by the customer on 5/10/23. Please see star section of 

  Monthly Membership Terms and Conditions
  
  ******I understand todays member dues covers use of my membership from this day, up until the first monthly billing cycle. My next regular payment is due on the 15th of the next month and will reoccur every 15th  day of the month until cancelled by signing a DEPARTURE form in person at any SunsUp location.*******
  I understand there is a $15.00 FEE for dishonored payments added by the bank as a non-sufficient fund fee. This fee will need to be paid in-store prior to use during my next visit. SunsUp may reprocess dishonored automatic payments up to three times during the month.
  I understand there are no refunds for unused months or unused packages.
  I understand that after 3 consecutive months of non-payment to avoid building a large balance the membership will be terminated and sent to a third-party collections agency (TRANSWORLD) for payment.
  I understand Any & All card updates are the responsibility of the card holder.
  I understand all existing package(s) and points will expire when the membership expires.
  I understand that any payment method changes, and pre-payments are accepted but must be made prior to the 13th of the month at any SunsUp location ONLY this can not be requested via email.
  I understand that I can request a STAY2SAVE for my membership AFTER my first auto-payment for $5.00 per month, up to 3 months in one calendar year. I must be present to sign for this request at any SunsUp location. This request must be made by the 13th of the month to take effect for the immediate month.
  I understand that ANY points will NOT roll over to the next month. All points for members are added by the 15th of the month.
  ****I understand I cannot request DEPARTURE/(cancel) from my membership or make any changes until AFTER the first payment has been processed on my account through the auto-payment system.******
  I understand that all memberships must be active and without a balance in order to DEPART and close my membership.
  I am at least 18 years old or I have legal guardians consent & I have READ AND AGREE to these terms & conditions.
  I understand that all memberships require a in store DEPARTURE form signed in person to be submitted to any SunsUp location, BEFORE THE 13TH OF THE ****** if you wish to depart within the same month.  I understand I CANNOT email or call to close my membership. Due to this involving my personal banking/credit card information for safety and security reasons.

  Thank you,

  ************************;

  Senior Admin

  Business response

  08/14/2023

  Here is the acutal signed terms and conditions of the member agreement Signed by *********************** on 5/10/23

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:  This business continues to deflect the real issue which is I attempted on two occasions to cancel the membership and was not allowed to.  My original complaint clearly indicates that I was not given a copy of the contract until after I cancelled the membership. 
  
  Sincerely,
  
  ***********************

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