ComplaintsforiTAN Studios (Merivale) Inc.

• Initial Complaint

  29/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased two memberships on August 25th. The staff provided information and were quite convincing that the stand up was perfect for me as I have some mobility issues making getting up out of the lie down without assistance difficult. Friday August 25th – Four minutes in the bed and no color - Staff then admitted the bulbs were weak and had been changed some time last winter….. (A fact they failed to disclose upon sign up) Saturday August 26th – Arrived to find the store closed Sunday August 27th – Store is closed Monday August 28th – Bed is unavailable and to come back in maybe an hour Tuesday August 20th – @ 11:00 Opening: The standup bed is again unavailable, I could possible check back in one hour Alternatively I was told I could book on line but that it was only possible to book up to one hour in advance and that they were fully booked for the next hour making that endeavour futile We did request a refund as it is obvious that Itan cannot fulfill their obligation that they were only so happy to sell us on. The person who later claimed to be a supervisor blatantly lied first indicating there was no one who could give a refund and all sales were final no matter what She also to us that there was no way to resolve any problems customers may have. All she could recommend was we send an email to info@Itan When pressed the assumed supervisor indicated that if she had a problem she also had to send an email to info@Itan to reach the owner….. even if it was an emergency that was the procedure. We did not believer her! Understandably we are distressed and disappointed that what should be an enjoyable easy to use experience is now nothing we can or will ever use. It is not convenient to be disabled and drive back and forth every hour to check if the shop can accommodate us with old lamps that provide little to no benefit. The whole sell is a complete sham and to be lied to by multiple staffs on availability, low quality lights and that no one is authorized or available to deal with problems is completely unacceptable.

  Business response

  30/08/2023

  
  Dear ***

  
  Thank you for reaching out to us. We appreciate your concerns and would like to address each point you've raised regarding your recent experience with our services.
  We want to clarify that the purchases you made were for our 30-day package, not memberships. Our 30-day package operates differently from a membership as it does not involve monthly withdrawals. We apologize for any confusion that may have arisen due to this distinction.

  
  Regarding the bulb replacements, we have a comprehensive system in place to ensure timely and proper maintenance. Our records, including the enclosed purchase order, our software data, and the chat history in our Basecmp Kanata setting, confirm that the bulbs were indeed changed in June/July 2023. We take immense pride in our meticulous approach to upkeep and can assure you that we prioritize quality and safety over shortcuts. Our well-established procedures, including metering and record-keeping, are designed to guarantee the optimal timing for bulb changes.

  
  Our locations have been closed on Sundays since the onset of the pandemic. We were absolutely open for business on Monday, August 28th, as per our publicly available hours of operation. If proof is required for us being open on Monday August 28th we will gladly provide it Our website, front door, and Google listing all display the most up-to-date information regarding our operational hours. The 30-day packages are intentionally extended to 35 days to account for the Sunday closures, ensuring our customers receive the full value of their package.

  
  We're committed to providing a seamless booking experience for our customers, especially in light of the pandemic. Our online booking system has been operational for your convenience, enabling you to secure your preferred time slot up to 5 days in advance. Our booking page contains comprehensive information to guide you through the process.  If you encounter any issues, our staff is more than willing to assist you in navigating the booking process.

  
  Please be assured that we take customer feedback seriously. Our team operates under the guidance that staff members do not have the authority to issue refunds directly. To expedite any concerns, we have established a dedicated email address (********************) for efficient communication. This email is closely monitored by our Operations Manager and ***, ensuring that your feedback reaches the appropriate department for prompt resolution. We checked our email log and we have not recieved any email from you regarding your account.

  
  We want to reiterate that we strive to uphold the highest standards in the industry. With over 25 years of experience, we take pride in being recognized as a top salon in Canada. Our commitment to quality extends to every aspect of our service, including the products we offer.

  
  In conclusion, we believe that we have handled your concerns in a diligent and appropriate manner. Should you wish to extend your 30-day package during this time frame or require further assistance, we encourage you to reach out to us via email. We are here to accommodate your needs and ensure your continued satisfaction.

  I have enclosed various attatchements below and links to policy and booking site.

  **********************************************     BOOKING LINK

  **********************************************    general policy

   

   

  
  Best regards,

   

  ****** *******

  ***

  iTAN Studios

  
  

  Customer response

  30/08/2023

  
  Complaint: 20538072
  
  I am rejecting this response because:

  The response does not address the complaint(s) as we stated including opening hours and days open as misrepresented by the response
  
  We have purchased a membership elsewhere – After a four minute standup tan we had color and the bulbs were some four to five months old!
  
  Please also note we are quoting the staff at the Barrhaven location that indicated the bulbs were last changed in the winter – That is directly opposed to the business response – Someone is twisting the truth!
  
  Please note we paid for a membership at the Barrhaven location and not the Kanata location as referenced
  
  We will not return to ITAN in the future for any of their services
  
  We do not accept the business response!
  
  We do request a full refund of the monies paid – Should that not be agreeable we are prepared to take further measures to recover the costs we have paid out
  
  Sincerely,
  
  **** * ***** ****

  Business response

  31/08/2023

  Hello

   

  I appreciate the opportunity to address the concerns you've raised regarding the accuracy of our operating hours as conveyed by iTAN. To clarify, the operating hours are prominently displayed across various platforms, including our official website, the front entrance of our establishment, and in web search results. For your convenience, I have enclosed a link to our website containing comprehensive information on our studio locations and their respective hours of operation: ****************************************************. If needed, I can also provide an image of our front door's posted hours for your reference.

  
  Additionally, I would like to provide specific details pertaining to our Barrhaven location. I wish to clarify that the replacement of the stand-up unit lamps was successfully executed in March 2023. Supporting this assertion, I have attached email correspondence that validates the procurement of these replacement lamps. The discrepancy regarding the incorrect location appears to have stemmed from an oversight, and I would like to underscore that the information regarding lamp replacements in Kanata is indicative of our steadfast commitment to consistent maintenance practices. It's important to note that the information shared in both our previous response and this communication is applicable to all iTAN locations. Once again we would not be in business  for over 25 years if we did not maintain our equipment correctly.

  
  I'd like to emphasize that the package you purchased corresponds to a 30-day package and not a membership. This delineation involves distinct benefits and pricing structures. Our membership options offer reduced rates and entail recurring monthly charges, affording added value to our patrons.
  It's worth highlighting our adherence to the guidelines set forth by Health Canada in the context of tanning practices. Our approach involves a gradual introduction to tanning sessions, with a focus on durations that mitigate the risk of overexposure and skin reddening. As we evaluate a client's readiness for extended tanning periods, we incrementally adjust their exposure time. Notably, observable shifts in skin color subsequent to the initial tan—particularly in cases without a prior base tan—might be attributed to temporary redness, as the body's melanin response typically does not manifest so swiftly. In fact, achieving a proper, enduring tan is a process that requires approximately 30 to 60 days to be executed safely and effectively.

  
  I'd like to emphasize that our commitment to transparency is unwavering. We believe we have provided sufficient documentation, and there is no intention to manipulate information or conceal any details.

  
  If you would like to explore options pertaining to your package purchases, please don't hesitate to reach out. We are willing to accommodate by retaining the remaining days of your package for future use. It's important to note that once a 30-day package commences, it remains valid for 30 days. However, we are more than willing to extend the expiry date, allowing you to utilize the remaining days until the end of the year, should you choose to do so. For any further inquiries or discussions, please feel free to contact us at ********************. 
  

  
  
  
  

  Customer response

  31/08/2023

  
  Complaint: 20538072
  
  I am rejecting this response because:

  We will never return to this business under any circumstances

  The business has not fulfilled and cannot fulfill the terms we were sold on

  It should be noted that the business continues to play fast and loose with the facts in numerous ways (intentional or not intentional is irrelevant)

  The business was not open last Saturday - Doors locked but it looked like there was someone inside

  The business is not open this Saturday - Yet they post they are open Saturdays

  First the lamps were changed in June but they knowingly post the kanata unverified cut and paste vague proof

  Then when challenged the date changes to March and it is all muddied with purportedly following govenment regulations which we did not note in our complaint

  Enough is enough

  We are leaving the country for two years and had thought getting a supporting tan a good option for the climate we will arrive in

  We will also never set foot inside this business again - Therefore the offer of an extension is worthless and an insult

  We are requesting a full refund - Should that be denied we are happy to persue this matter through small claims court as we can return to Canada from time to time and can make time on a return to deal with this matter

  This is no longer about money - This is about a business that cannot fullfill their promises - Should it cost us thousands of dollars and legal time this is ok with us

  We are done with this matter and it is up to the business to make this right!

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

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug. 8th 2022 I visited the iTAN Studio located in Kanata and inquired about tanning packages. The sales associate explained the different options, one of the options was a 3 month membership which is what I decided to pay for. It was verbally explained to me that the 3 month membership would begin that day and I would be charged monthly until the end of the membership. The last payment should have been October 8th 2022. At the beginning of Jan. 2023 I was checking my credit card for Dec. Christmas purchases and discovered that iTAN charged my credit card in Dec. 2022 and Nov. 2022. I phoned the iTAN studio immediately, which was on Jan. 4th 2023. I explained to the sales associate what had happened and asked for a refund for November and December. She was very apologetic claiming this has happened before. The associate said the contract states the customer has to request to cancel after the 3rd month. This definitely was not explained to me at the time of signing up. The sales associate said she would cancel my account right away and asked me to email ******************** to request the refund, which I did on Jan. 4th 2023. iTAN failed to comply with my request to cancel my account and they charged my credit card on Jan. 8th 2023. I followed up with an email on Feb.1st 2023 asking for confirmation that my account was cancelled and was now seeking a refund for Nov. 2022, Dec. 2022 and Jan. 2023. At the time of signing up the sales associate verbally explained the membership and had me sign on an electronic pad. I never received a copy of what was signed and never once did the sales associate inform me that I would have to sign a document to cancel after 3 months. It was explained the membership ends after 3 months. On Feb. 2nd 2023 ****** ******** responded to my email claiming without a signed cancellation form a refund could not be issued. I explained that I was never informed or asked to sign a cancellation form, ****** refuses to provide a refund.

  Business response

  12/02/2023

  Hello

   

  We have added ****** full agreement, a screen shot of also her initial in the agreement where it states it is a 3 month membership with auto renewal.

  I have added the general policies from our website which states procedures to follow on cancellation

  I have added the pricing policy from our website which show commitment and monthly auto billing( the new term is 4 months on the website and previously it was 3 months)

  This is also on the website under policy.

  I have also attached ****** signed agreement.

  This is also on the website under policy.

  All clients must accept the terms and conditions of the Customer Agreement in order to utilize our services; this agreement overrides all other forms of communication.

  **********************************************

  We have also offered 2 months of credit of $170 which was not accepted by the *****

   

  iTAN Studios has been in the tanning business for over 25 years and involved with memberships for the last 20 years. We need written notices of cancellation by the client for many reasons. With 7 locations we need proof of cancellation as it would not be manageable if it were just verbal cancellations. The tanning consultant who was speaking to ***** has been with us for sometime and is not new and is completely aware of the terms and conditions of our memberships. We also need a written confirmation to make sure that the client is actually who they say they are.

  We do our best to accommodate clients requests and feel we are being fair. We do always take any feedback seriously to keep improving our system.

   

   

*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. ↩