ComplaintsforTan Pro USA/Ohio Franchises

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I opened a monthly tanning membership in the spring, and canceled at the end of June. Tan Pro had several new employees they were training during these months. When I canceled my membership the employee told me it was canceled and I would not be charged in July. Feeling assured that the transaction went smoothly, as it has for the last 21 years I have been tanning at that location, I didn't think of it again until I checked my online credit card statement in October. Tan Pro charged me on September 1st for $39.60, Sept 22nd for $44.60 twice, and Oct 2nd for $39.60. That is a total of $168.40 charges for monthly memberships that I had canceled. I called the store and corporate office and they tried to tell me I never canceled my membership, but only saw a note on my account that I was going to cancel my membership at the end of June. I explained I did in fact cancel my membership and was told by the employee it was canceled. Tan Pro refused to return the money they charged me while I was NOT tanning, and should have been canceled. ****** at corporate is giving me every excuse why she will not return my charges on my credit card. She is saying she looked at video in the store of the last time I tanned, which I told her I cancelled my membership before the last day I tanned that month. She is also telling me experienced employees helped me the entire time, when in fact I know new employees helped me several times as they asked several questions in regards to the computer systems. The fact that an employee wrote a note on my account that I was canceling at the end of the month seems to show that I was in fact canceling before July. Tan Pro did not follow the proper steps to cancel my membership in the computer system. I want a refund for the months I did not use a membership but was charged for one because I was under the assumption that the employee followed proper protocol to cancel my membership. ****** has been unhelpful in resolving this issue with a refund.

  Business response

  11/15/2023

  The client is correct in that he did state on June 10th it was his intention to cancel the membership before the end of the month.  On the 13th he was issued a membership summary form which is sheet of paper that details exactly what the members responsibilities are specifically regarding properly cancelling.

  the issue was compounded because the July and August membership fees all declined and were not approved until September when July, Aug, and Sept all cleared.  October cleared on the 2nd of October.

  Its especially not uncommon for members to forget the policy and for that reason we issue the membership summary form and take note of it when it is being discussed.  The cancellation process requires the client to unlock their profile with their finger scan and then initial the necessary blocks that alerts them to their access to services for the remainder of the membership term.

  ****** did also look back on the 10th and did not visually see the process of cancellation sequence take place.  We can offer a in house credit for services and products which stay on the members profile for 2 years.  We are subject to 17% sales tax and excise taxes that we cannot recover with direct refunds as well as processing fees and decline fees so our best win win solution is to offer in house credit.

   

  Please let me know if this arrangement would be acceptable.

   

   

   

   

  Customer response

  11/16/2023

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

  The business is not taking any ownership for the mistake that they made. I am very aware of the cancelation policy before they handed out flyers to every customer this summer. Like I said, I have been going to this location to tan since 2002 and started and canceled memberships several times lining up with when I needed to be tan for vacation. I told the employee to cancel my membership and trusted the employee did it correctly. The problem is the employee was likely new, because they had several new and training employees on staff at the time. The employee did not cancel it correctly and there is absolutely no way for me to know because they do not turn their computer screen around for me to see exactly each step they are taking, nor do they give any print outs of confirmation of cancellation when they cancel a membership. There is no way for a customer to physically see proof that they cancelled the membership the correct way. Tan Pro made a mistake and did not cancel my membership. My card was frozen and when they were able to start charging me for months at a time is when I noticed they did not properly cancel my membership. I never tanned during that time because I thought they correctly canceled my membership. I am requesting a refund for what they owe me. The employee made a mistake and I should not have to pay for it. Tan Pro is not owning up to their own fault, but instead making excuses and trying to put blame on me. I trust a business to do the right thing, and this is absolutely terrible they will not admit that their employee made a mistake at my expense. 

  
  Sincerely,
  
  ****** *****

  Business response

  11/16/2023

  Using the guidance offerd by the BBB which promotes moving off our position in the interest of reaching an amicable resolution and taking into consideration the client is a multi year returning member, and that there was a note on the file that the client indicated it was there intention to cancel by the end of the month, we are offering a 100 dollar refund and will put the remaining 46.00 on their profile which can be used as prepaid services in the store at a later dat.e

  Please let us know if this is acceptable and we will process

   

  Customer response

  11/20/2023

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

  I am willing to accept this response to find a common middle agreement, however Tan Pro owes us $168.40. It should be a refund of $100 and a credit of $68.40. I do not understand why they are only offering a $46 credit? This just seems like they do not care about loyal customers at all.

  
  Sincerely,
  
  ****** *****

  Business response

  11/21/2023

  This is the same offer. The differences are the taxes, there is a tan tax and sales tax that make up the differences between these numbers.  Once it is processed they will account for the differences. 

  Customer response

  11/27/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Tan Pro. They told me to come in on the last day of the month to downgrade and to cancel. They never told me I couldn’t cancel on that day. I went in on August 29 and told the girl to downgrade my account and cancel. She said everything was taken care of. Never once did ANYONE tell me I would have to come back in to cancel. They have cameras, but refuse to watch the TRUTH. Their failure on their part. They offer me free credit. I don’t want credit, I want nothing to do with them. I can’t even believe my October payment will not be cancelled because they literally lie and cannot so their job!

  Business response

  09/08/2022

  Customer is working hard to circumvent our membership program.  We offer extreme discounts to members who sign up for multi month membership.  She signed up on may 15th and tanned very frequently through the end of may.  The membership requirement was that she pay one full month.  She froze her membership for several months and on 6/29 she called and asked to freeze for july too and that she would start tanning again in August.  On 7/29 she came into the store and froze her August payment and downgraded her membership to a lower cost membership.  She was apprised then that she owed one month fee after she stopped freezing the membership. She has been in membership in the past with us and was able to manage them appropriately then.  We could re rate her tanning sessions for her as walk in visits to take her out ot the membership commitment however it would be more costly rather than less.  The camera footage is inconsequential because she owed for one full membership month since signing up in may and it had to be paid.  We have offered the payment back to the client in prepaid services or credit on her profile to spend anytime in the future which is more than reasonable given the circumstances.  We pay 21% in sales tax, tan tax, and processing fees that we cannot recover from so the instore credit helps us recover from instances like these.

  Customer response

  09/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I came in on July 29. I came in to pay for the month I was to pay and have it cancel going forward. FOR SEPTEMBER FORWARD. They told me it was taken care of. Then saying I am taking advantage of their memberships, when I literally came in to PAY FOR MY SERVICES.. what an unethical business. I can’t even trust my membership will be cancelled going forward for October because they clearly can’t do their job. I want my refund because I can in on July 29 to downgrade my package for the one month I to pay and cancel for any other months going forward. It is not my fault that your staff did not cancel my service…. It’s YOURS. As to the tax you’re talking about, that’s YOUR ERROR, not mine. 
  
  Sincerely,
  
  **** ****

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