Complaints

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $100 (6) visits for a level 3 tanning bed, and was told it had new bulbs, it was a lie and I wasted my time and they took my money and blamed me saying I needed to purchase more products! I went to a nail salon that has 1 bed and I got burned! These people are scamming people money

  Customer response

  01/03/2024

  She refused to refund the money after offering 

  Business response

  01/28/2024

  Ms. Brown first became a client at our salon on November 6, 2023.  She purchased a Buy 5 Get 1 Free Level 3 package at that time 17.00 x 5 = 85.00)

  Lower level beds penetrate the skin on a deeper level and pull melanin to the surface of the skin to build a base than when used a couple of times a week. Higher level beds (the package that she purchased) tan on the surface level of the skin and are exfoliated more quickly than a base tan.  Ms. Brown came in on an average of every 6-7 days which did not allow for her to get a good start to the tanning process.  Therefore, not receiving the color that she desired.

  At no time did anyone in our salon tell Ms. Brown that our beds had new bulbs, we do not know what she considers "new" but our salon has only been open since the beginning of October and bulbs should be traded out on the average of 750-800 hours. We do not have a single bed in the salon that has been used that many hours to date.  When the max time limit per use in the level 3 beds is 12 minutes, that is a whole lot of uses!!

  I am including the complete communication between Ms. Brown and myself and you will be able to see that I did offer her a refund but she declined and said that she wanted to continue to tan.  We offered her many options to help her see better results and she declined them all.  She claims we had not lotions to trade, which is false.  At no point did we ask her to spend any more money that what she spent to purchase the original package.  

  Ms. Brown was not kind to our staff at all and became quite verbally abusive to myself as well.  The staff became uncomfortable when Ms. Brown came in and even after all of us trying to help and please her, it became very clear that we were not going to be able to do so.  Ms. Brown post very ugly comments on our Facebook page and as you can see in the text messages, continued to text me, at which time I declined to respond as I knew it would do me no good.  After the Facebook post we were advised by law enforcement to block her and due to the fact of the staff being uncomfortable it was decided to give her a no trespassing order on the property.  It was also discussed with law enforcement the possibility of charging her with defamation of character but we were hopes it would not come to that and we just wanted to to drop the whole situation and move on. We know that we will never make everyone happy and unfortunately, we could tell that this was going to be one of those cases.  

  Ms. Brown received 8 tanning sessions for the price of 5 which we feel is fair considering the time between each session and the fact that she only chose to use lotion for a few of those sessions.  She signed a waiver that stated Sunkissed at 7220 is not guaranteeing any results as every person tans differently and we cannot control how a person's skin will react to the lamps or lotions.  

  We wish her the best at finding a bed that tans (not burns) her skin and gives her the results she desires.

  Business response

  01/28/2024

  I tried to send 4 attachments with my response to the complaint but am having trouble seeing if they actually went through.  Can you please advice me if the indeed did?  Thank you very much.

  Customer response

  01/30/2024

  Complaint: 21093002
  
  I am rejecting this response because:
  
  Regards,
  
  Sherry BrownComplaint: 21093002
  
  I am rejecting this response because: she is lying about everything she wrote. I only wrote the truth on her business Facebook page, because others should know before they waste their money on these old beds. I was not mean or derogatory on the post or in person to her employees! That is a flat out lie, but I’m not surprised seeing as they are lying to community! And scamming people, I am very schooled in tanning beds and SMART tan certified, probably more than Monica is. I know what I should have gotten for $100, and I didn’t get anything except wasted time and money. I went to her competition and got burnt on 

  Business response

  02/13/2024

  As you will see in the 4 attachments, her money was offered early on in her tanning journey and she said that she would like to continue to tan.  You will also notice that she was not nice after the first text and all of our employees will 100% say that they dreaded her coming in. Since she did so and used her package we will not refund money after the fact.  She signed our contract that says we do not guarantee any results.  She is the only customer we have received complaints from and it does not matter how old a bed is, if it works and emits UV rays with quality bulbs, customers see results, etc. the bed is just fine.  She may be Sun certified but that means nothing.  If she actually knew the tanning business as much as she claims, this situation would not be happening. I work with tanning professionals in the industry and have shared this situation with them at a recent conference.  They stated that we went above and beyond for this woman and she chose to get the results that she did by not using our suggestions.  Sometimes in life we just have to chalk up a loss and move on.  We lost a customer but are happy with our growing business and definitely learned from the complainant. 

  Customer response

  02/13/2024

  Complaint: 21093002
  
  I am rejecting this response because:
  
  Regards,
  
  Sherry Brown

  she is lying again, and I continue to reject her lies. 

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