ComplaintsforTan Republic

• Initial Complaint

  06/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have had a very disappointing time with Tan Republic in ********. I went in to purchase a tan package for a month on April 5, 2023. The clerk said I could be a member and cancel any time as long as I gave 30 days notice. She ran my credit card through the machine, and I signed the key pad. My understanding was it was $55 per month with a one time $5 for the eye wear. I didn't receive any paper work. I received my **** bill and saw two charges. One was $29.09 and for $55.00. I called and talked to a manager named *******. She said the clerk should have told me about the yearly maintenance fee and salon tax. I immediately gave my 30 day notice. I just received my **** for this month. The expected $55 was on there, and an additional $20. posted May 5, 2023. I called again. ******* wouldn't respond to my email. The clerk gave me two other numbers for managers **** and ******. I tried both several times over a 4 day period with no response. I finally received an email from a manager (No Name) who said the $20 was a yearly maintenance fee. The fee the prior month was a set up fee. She then sent me the paperwork , which I had never seen before. My E signature from the machine was on it, but I didn't sign any paperwork I signed a small machine (where you insert your credit card). I keep requested a phone call, and they won't call me. I tried the corporate office on May 31, 2023. I received an email back saying someone would be in touch within 48 hours. I tried to call them again today and request a call from customer service, and they said to email ************************************** I emailed them on May 31st, and again this morning. I realize the dollar figure is small. It is more a concern that a business isn't disclosing their fees properly. I have been dismissed at the local level, and there doesn't appear to be a person in corporate to talk about this situation.

  Business response

  06/07/2023

  Thank you so much for sending this our way. We are more than happy to provide further information as to our experience. 
  
  
  *** emailed 5/1 to inquire about a charge she received when signing up for her BWB monthly  membership. Following this email correspondence, there was a phone conversation explaining the history per her account. *** was informed there would be a $20 maintenance fee that would be pulled at her next draw date, in May (as this is a one time annual fee that each member collectively contributes in the month of May). The phone conversation ended with her acknowledging this, and satisfied with the response.
  
  
   However, on 5/27 we received another email inquiring about the $20 maintenance fee. We followed up with an additional response going in depth as for these clarifications, as well as covering any of her previous charges on her account since *** signed up (per her request). We have, and will continue to provide *** with access to answer any questions she may have.
  
  
  Unfortunately, *** alluded to the company  "stealing her credit card information".  *** did sign a contract allowing this $20 fee to come out. Our clients also enter their own banking information at the terminal, we do not handle these processes from our end, unless a manual run is necessary. *** entered her card, she signed up for a membership and each month has been receiving the deeply discounted rates, benefits of membership and free incentives exclusive to only members.  
  
  
  Upon these recent conversations, *** was sent another copy of this signed membership agreement directly to her email, as well as an additional attachment with our email conversations. 
  
  
  All locations in the franchise have these signs displayed throughout each facility, as well. 
  
  
  We have gone above and beyond to provide any information to *** to help aid within  understanding that this is a valid charge, and part of her agreement. 
  
  
  Thank you for your time. 
  
  
  Kind regards, 
  
  
  TR management team

  Customer response

  06/13/2023

   
  Complaint: 20138548
  
  I am rejecting this response because:

  I signed up for tanning the first week of April.  I never saw a contract until they sent me on on June 1 2023.  I did insert my credit card into their terminal  to start monthly payments of $55.00, and to purchase $5.00 protective eyewear.

  After seeing a mysterious charge of $29.09 on my **** for ****** I called and talked to the manager.  She said "Oh well we have new staff, she must have forgotten to tell you about the once a year fee of $20.00".  Why was my fee $29,09?.  "Well you had glasses for $5.00 and hospitality tax".  I gave my written 30 day notice to end my tanning on or around May 3, 2023.  In late May I received my **** bill with another mysterious $20.00 charge.  If this is a once a year charge, why am I receiving a second one???

  I noticed in the response from Tan Republic that I alluded to them "stealing my credit card information".  No, what I did was remind them that it was illegal to charge mysterious fees to my credit card .  When I tried to get an explanation from the manager, she wouldn't call me back.  When I tried corporate, they said they would get back to me in 48 hrs, but I didn't hear from them.   

  1.  See attachment with my **** charges from Tan Republic for both April and May 2023.

  2.  See attachment with emails to tan republic.  Note they attached a contract  (first I had seen) on June 1st

  3.  See attachment with my requests for contact from the corporate office that went unanswered.  

  4.  Why was I charged twice for a "yearly maintenance fee"  $29.09 in April and $20,00 in May?

  5.  Is there anyone responsible for customer service at the corporate level?  Why did nobody get back to me?  I would suggest they review the practices at the **** stores.  

  It's very unfortunate this business did not go "above and beyond " (as they claim)  to explain the mysterious charges.  I'm fine with being charged once for a yearly charge, even if I didn't know about it.  I refuse to pay for the yearly charge two months in a row.  What is my next step to get my $20.00 returned to me?  

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

*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. ↩