ComplaintsforSTL Sun Tan & Spa

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I froze my account over a year ago and without notice the freeze was removed, creating recurrent monthly charges to my credit card for over a year. When I spoke with the manager over the phone on 8/26, he stated their billing was through a third party, but couldnt give me the third party information and required me to come into the store to cancel the contract before 8/28. When I went into the store that same day, the employee gave me a paper to sign that would have waived my right to dispute charges. She was also unable to provide me with the billing department information and asked me to call back the next day. I did not sign the paperwork as I would like the opportunity to first discuss and possibly dispute with the billing department.

  Business response

  09/03/2024

  TRANSACTION HISTORY
  4/5/23 Client purchased a Monthly Reoccurring ACH Membership and authorized all terms and conditions of the Monthly Billing & Payments Agreement to be auto-drafted before or after the 15* of each month out of the current credit card on file.* (see attached
  Billing Agreement & Transaction History)
  4/15/23-7/14/23 Client had an open & active monthly membership with *****. All Monthly ACH auto-draft payments were processed as scheduled per authorized billing agreement. (see attached Billing Agreement & Transaction History)
  6/7/23 Client authorized the ***** FREEZE FORM, to be frozen from 7/15/23 - 9/14/23 at $1.00+tax per month & billing at $98.95 would reopen on the due date of 9/15/23 (see attached Freeze Form).
  9/15/23 - 8/15/24 Client had an open & active monthly membership with *****. All Monthly ACH auto-draft payments were processed as scheduled per authorized billing agreement. (see attached Billing Agreement & Transaction History).
  8/26/24 Client called the store to speak to a manager in regard to monthly billing questions, asking why they have been billed monthly after their FREEZE expired on 9/15/23. The manager assisting the client asked if the client still had a copy of the FREEZE Form they authorized so they could more easily explain how the billing works after the freeze expired. The client said they could not find their copy. The manager said they are more than happy to provide any extra copies needed of all authorized forms on their next visit.
  Then the manager proceeded to explained that they signed a FREEZE form on 6/7/23 stating they would be billed $1+tax per month from 7/15/23 until their FREEZE expired on 9/15/23 (with the option to RE-FREEZE by the highlighted date on their form being 8/28/23). Further explaining, the client chose not to re-freeze, allowing their billing to pick up as normal on the agreed-to date of
  9/15/24, with the ability of utilizing their package daily from there on out until they chose to freeze again or cancel their package by the 28** of any month (as stated on their billing agreement).
  Later in the conversation the client asked why they weren't notified via text or email that their freeze was up. The manager explained that our ****** Cashback via GOHELIOS.COM doesn't provide this service due to ***** providing copies of all signed documents, with simple to read instructions on how to unfreeze, re-freeze, or cancelling packages. We also tell all clients verbally to please be responsible with their package by marking a date in their personal mobile device regarding when their package will be un-frozen. Next, the client asked if they could be refunded the 12 months of non-rendered services. The manager offered an in-store credit for services to be used at a later date, even if the client chooses to cancel. They declined the offer. The manager stated that ***** doesn't offer refunds of monthly dues per the authorized contract they signed on 4/5/23. Also explaining, that since ***** gives the ability to utilize packages daily & they couldn't be held responsible for unused services (No different than any other subscription service). The client asked if they could cancel their package to stop billing and the manager stated they may come in before the 28* of any month to cancel and stop billing for the next month to come. Since the client called on 8/26/24, the manager asked when would be the best time to come in, they said later that day. The client came in at 6:42PM per store recorded video and said they didn't want to sign the form because they didn't want to waive their right to dispute (rightfully billed) payments.
  8/27/24 Client had their spouse call asking about billing and they also said they understood their spouse wasn't being responsible with checking their credit card monthly so they could have noticed this earlier to resolve without it being such a loss. The manager understood their concerns and OFFERED FREE SERVICES for EQUAL VALUE OF UNUSED MONTHS. The spouse declined, saying they don't tan anymore. The manager proceeded to explain that ***** is a spa as well and we would be able to offer them ANY SERVICE being Professional Teeth Whitening, Airbrush Spray Tans, Fit Bodywrap Rapid Inch Loss & ***************** System, or Red Light Therapy Treatments for *************** & Skincare. They once again declined and said since ***** wasn't willing to help them, they d just have their spouse come in and sign the Cancel Form, and that they'd never be back. The manager suggested that their spouse comes in that day 8/28/24 to cancel to stop all further billing, they would also provide all signed agreements (billing, freeze, and cancel), and that the FREE SERVICE OFFER was still good to redeem by 9/14/24. They also let them know that they may utilize their currently paid services through 9/14/24. The spouse hung up & sent their wife in to sign the cancel form. Client signed form at 4:53PM per recorded in-store counter video camera & client Transaction History Report. 
  8/27/24 Client Authorized the Cancellation of Monthly Billing Form & may use it until paid date of 9/14/24. (See attached Notice of Cancellation Form).
  EXTENDED TERMS OF RESOLUTION WITH CLIENT ID# *************************
  ***** is willing to allow the client to take advantage of the option listed below at no extra cost:
  ANY FREE IN-STORE SERVICE(S) CREDIT equivalent to the amount paid for unused monthly services.
  *Client has until 10/03/2024 to choose which FREE SERVICE(S) they would like to take advantage of (to be used within 12 months of redemption). 
  NOTE: ***** feels we have done our absolute best to help this client regarding this circumstance. We also feel we are in no way at fault and have offered the client FREE Services for future use, as an extension of our understanding of any personal frustrations they may have.
  For your review, we have attached all transactions the client has made within ***** to help verify the statements of this rebuttal. If your establishment has any other questions regarding this incident, please feel free to reach us at ************. 
  Respectful Regards,
  Department Of Customer Relations
  STL SUN ********************** & SPA

  Business response

  09/03/2024

  Signed Billing Agreement

  Business response

  09/04/2024

  We appreciate your establishment allowing us to rebuttal to this filed complaint in regards to ID# ******** -****************

  Timeline of Transactions:

  DateTransaction History

  04/05/2023Client purchased a monthly recurring ACH membership and authorized all terms and conditions of the monthly billing and payments agreement to be auto-drafted before or after the 15th of each month out of the current credit card on file.* (see 

   attached billing agreement and transaction history)

  04/15/24 - 07/14/24Client authorized the ***** Freeze Form, to be frozen from 7/14/23 - 9/14/23 per month & billing at $98.95 would reopen on the due date of 9/15/23 (see attached freeze form).

  09/15/23 - 08/28/24Client had an open & active monthly membership with *****.  All monthly ACH auto-draft payments were processed as scheduled per authorized billing agreement. (see attached Billing & Agreement & Transactions History).

  08/26/2024Client called the store to speak to a manager in regard to monthly billing questions, asking why they have been billed monthly after their freeze expired on 9/15/23.  The manager assisting the client asked if the client still had a copy of the Freeze 

   Form they authorized so they could more easily explain how the billing works after the freeze expired.  The client said they could not find their copy.  The manager said they are more than happy to provide any extra copies needed of all authorized

   forms on their next visit.  Then the manager proceeded to explain that they signed a Freeze form on 6/7/23 stating they would be billed $1 + tax per month from 7/15/23 until their Freeze expired on 8/15/23 (with the option to re-freeze by the 

   highlighted date on their form being 8/28/23).  Further explaining, the client chose not to re-freeze, allowing their billing to pick up as normal on the agreed to date of 9/15/24, with the ability of utilizing their package daily from there on out until 

   they hose to freeze again or cancel their package by the 28th of any month (as stated on their billing agreement).

   

   Later in the conversation the client asked why they weren't notified via text or email that their freeze was up.  The manager explained that our ****** Cashback via GOHELIOS.com doesn't provide this service due to ***** providing copies of all

   signed documents, with simple to read instructions on how to unfreeze, re-freeze or canceling packages.  We also tell all clients verbally to please be responsible with their package by marking a date in their personal mobile device regarding when 

   their package will be unfrozen.  Next, the client asked if they could be refunded in the 12 months of non-rendered services.  The manager offered an in-store credit for services to be used at a later date, even if the client chooses to cancel.  They 

   declined the offer.  The manager stated that ***** doesn't offer refunds of monthly dues per the authorized contract they signed on 4/5/23.  Also explaining that since ***** gives the ability to utilize packages daily & they couldn't be held 

   responsible for unused services (No different than any other subscription service).  The client asked if they could cancel their package to stop billing and the manager state they may come in before the 28th of any month to cancel and stop billing 

   for the next month to come.  Since the client called on 8/26/24, the manager asked when would be the best time to come in, they said later that day.  The client was in at 6:42 pm per store recorded video and said they didn't want to sign the form

   because they didn't want to waive their right to dispute (rightfully billed) payments.

   

  8/27/24Client had their spouse call about billing and they also said they understood their spouse wasn't being responsible with checking their credit card monthly so they could  have noticed this earlier to resolve without it being such a loss.  The manager 

   understood their spouse wasn't being responsible with checking their credit card monthly so they could have noticed this earlier to resolve without being such a loss.  The manager understood their concerns and offered free services for equal value 

   of unused months.  The spouse declined, saying they don't tan anymore.  The manager proceeded to explain that ***** is a spa as well and we would be able to offer them any service being professional teeth whitening, airbrush spray tans, fit 

   bodywrap rapid inch loss & weight management system or red light therapy treatments for pain management & skincare.  They once again declined and said since ***** wasn't willing to help them, they'd just have their spouse come in and sign 

   the cancel form, and that they'd never come back.  The manager suggested that their spouse comes in that day 8/28/24 to cancel to stop all further billing, they would also provide all signed agreements (billing, freeze, and cancel), and that the 

   free service offer was still good to redeem by 9/14/24.  They also let them know that they may utilize their currently paid services through 9/14/24.  The spouse hung up and sent their wife in to sign the cancel form.  Client signed form at 4:53 pm

   per recorded in-store counter video camera & client transaction history.

   

   Client authorized the cancellation of monthly billing form & may use it until paid date of 9/14/24.  (see attached Notice of Cancellation Form)

  Extended Terms of Resolution with Client ID# *************************

  STL Sun Tan & Spa is willing to allow the client to take advantage of the options listed below at no extra cost:

  Any free in-store service(s) credit in the amount of unused months.

  *Client has until 10/03/2024 to choose which free service(s) they would like to take advantage of (to be used within 12 months of redemption)

  Note:  "***** feels that we have done our absolute best to help this client regarding this circumstance.  We also feel that we are in no way at fault and have offered the client free services for future use, as an extension of our understanding any personal frustrations they may have."

  For your review, we have attached all transactions the client has made within STL Sun Tan & Spa to help verify the statements of this rebuttal.  If your establishment has any other questions regarding this incident, please feel free to call us at ************.

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 17 2024 I purchased a one week tanning package from STL sun tan and spa. The owner, ****** I believe was his name was extremely pushy and seemed irritated with me when I purchased the lowest level bed. I didn’t think anything of it but he insisted on telling me I wouldn’t see results after one week. I proceeded to tell him that my intention was not to tan, it was to get my skin used to sun exposure prior to a vacation I have planned in a week so I don’t burn. He said “ok, whatever, you’re an adult, you can make your own choice”. This is where his tone started to change and I felt uneasy about how he was making me feel. I ended up leaving the business but calling later in the day to get clarification on what day I had to use my one week tanning package. When I called I told him I was the customer from earlier and I was calling to clarify what day I had to use my tanning package because I noticed they were closed on Sundays. He proceeded to say “yea, you ******* idiot we’re closed on Sundays, I take my family to church on that day” I was honestly shocked with his response so I proceeded to tell him I wasn’t questioning why he was closed on sunday and there was no need to say that to me and I want a refund because now I feel uncomfortable coming back to his business. He said, you stupid bitch you’re not getting a refund, you already signed a paper stating no refunds so jokes on you. After he said this, I told him I was going to report him because it seems like he does this to his customers reoccuringly and he proceeded to tell me that he has my information as well (he has my address in his system). I immediately called the police and the police said to file a report. I want to disclose that this man has my information (my address) so I feel extremely violated in the things he said to me and fear for the safety of my family that he is unstable and willing to use my information that he has in his system to locate me.

  Business response

  01/29/2024

  We appreciate your establishment allowing us to rebuttal to this filed complaint in regards to ID # ******** (********)
  
  TIMELINE OF TRANSACTIONS FOR CLIENT ID# ******** (********):
  DATE          TRANSACTION
  1/17/24        · Client called at 9:17AM to inquire about hours of operation, packages, and skin care products for sensitive skin. Client stated they’d be in later that day to purchase a package. Client visited the store later that day at 11:31AM and purchased a level 1 week of tans, to be used in 7 consecutive days, with the understanding of package expiring on 1/23/24. The employee on duty discussed policies regarding expiration of package and no credited days for inclement weather, Sundays, or holidays. They also discussed if the client feels like they need more time to use the package, they may opt to purchase a number of tans instead at a different rate, since those tans expire 1 year form the date purchased. The employee also went over product use & eye wear protection policy. Client also purchased a pair of eye wear and tanned that day for 15mins. The employee did voice concerns regarding going the full time on their 1st session in our most reddening bed. The customer decided to go the full time instead, saying, “my parents own a salon in the Ozarks so I’m okay with full time.”. The employee stated that they may proceed to go full time but they have to notate in the computer that they suggested less time in case they burned. After client finished their session the employee told them, “thanks for visiting us today” and the customer said, “thank you.”
  
  Later that day at 3:02PM the client called stating they were “looking at our website and seen that we are closed on Sundays.” The employee said, “correct, we are closed every Sunday.” The client proceeded to demand that since we are closed on Sundays, they should get an extra day to use their package.” The employee stated that “before their purchase & on their phone inquiry before visiting the salon, that we do not credit days since we have the option of buying a number of sessions at a different rate.” The client started to get irate and demanding a refund. The employee stated that we do not provide refunds on packages after use per the signed Client Release & Store Policy Form. The client became more irate and started cussing at the employee stating, “If they don’t give their ******* money back then they’d call the police.” The employee asked for the client to please calm down so they could help them better. The employee offered them the option of 3 sessions to be used within 1 year vs a Week since they both cost almost  the same amount. The client refused and demanded a refund, calling the employee names and threating them. The employee asked the client to please stop being demeaning to them or they’d have to hang up the call and notate their account. The client continued to harass them so the employee said, “ma’am, you have till 1/23/24 to utilize your package, have a good day” then they hung up from the call.                                                                                           
  
  EXTENDED TERMS OF RESOLUTION WITH CLIENT ID # ******** (********):
  STL SUN TAN & SPA is willing to allow the client to take advantage one of the options listed below at no extra cost:
  (3) FREE TANS IN VIP BED – with 1 year to use at the Listed Value of $39.95+tax
  (1) FREE WEEK OF VIP TANS – must use in 7 consecutive days at the Listed Value of $29.95+tax
  *Client has until 02/29/2024 to choose which FREE OFFER they would like to take advantage of.
  
  NOTE: “STLST feels that we have done our absolute best to help this client regarding this circumstance. We also feel that we are in no way at fault and have offered the client FREE Services for future use, as an extension of our understanding of any of their personal frustrations.”
  
  For your review, we have attached all transactions the client has made within STL SUN TAN & SPA to help verify the statements of this rebuttal. If your establishment has any other questions regarding this incident, please feel free at ************.
  Respectful Regards,
  Department of Customer Relations
  STL SUN TAN & SPA
  ************ – OFFICE  or ************ - FAX

*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. ↩