Complaints

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• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because: This is incorrect. 

  1. I was never told that there is a time limit on booking an online appointment. And I was there prior to booking the appointment. I booked the appointment, my 2 bookings were completed by 1:14pm. I booked the red light therapy bed for 1:20pm and I booked bed #** for 1:40pm on the same day. My email proves I completed these reservations by 1:14pm. My husband drove me there, was driving when I made the reservations and told **** exactly what time these reservations were completed. 

  2. You have a list of the beds when making an appointment and what times they are available. So if the bed shows to be available then you should honor that reservation. 

  3. The employee who refuses to give her name because she is so rude, nasty and has treated me as a  customer so unfairly, she clearly told me she looked for my appointment when I walked in, although I was standing in line waiting, my husband was sitting in our ******* right outside the doors watching as I have had issues with this employee non stop since I purchased a membership plan. So look at your cameras for outside the salon and you will see my husband sitting there waiting there. 

  3. As I stated this harassment and unfair treatment has been going on non stop with this particular employee since I started a membership at this Fun Tan. The rest of the employees are really kind, no issues. But this one I have had to call corporate on prior to this situation. 

  First let me explain, I'm elderly and legally disabled. I do not come here to tan. I come here to use the red light therapy for medical reasons. I have been told by my rheumatologist, dermatologist and my family physician that I need to do red light therapy. I have 4 types of diabilitating  arthritis, 1 being psoaratic arthritis, along with fibromyalgia, and I have nerve damage on the entire right side of my body. So I dont care if I use bed **, my entire package purpose was for the use of the red light therapy bed. I have told this employee that on numerous occasions. I have also told corporate this on 2 other occasions. So if I am not able to use the red light therapy bed, I really don't need to use any bed in their facility.  It's only medically necessary for me to use the red light therapy bed. I would have never came to Fun Tan but its the closest facility with red light therapy bed. 

  The first time I called corporate to file a complaint was in the beginning of my membership plan. Everytime I went in this employee would tell me I had to make an appointment so I wasn't allowed to use the red light bed. I was never told when I signed up that I needed to make an appointment. She gave me a card with the number on it to call for an appointment. I went home, called, she said "Go on line to make your appoimtment, they do appointments over the phone." I didn't know how to do an online appointment. I was trying, my husband tried, and we couldn't get it done online. So my husband told me to go back in, in person, I did. No bed available for me. I called corporate. The woman I spoke to at the corporate number informed me I had to make my appointments online. And she told this employee to help me set it up online. So then I began setting up my appointments online. That all happened the month of February. The month of March I had to Call corporate again. Why? Because this particular employee said I couldn't use the red light therapy bed again even though I had an appointment. Why? She lied said I didn't make my payment, and tried to shake me down for more money. I did make my payment. They make you pay with ACH. They make you sign up with a debit card the day you sign up for membership and take money that day from your bank account.  They take my payments as you can see from my bank account on the 7th of each month. This particular employee made me go online into my bank account and show her that my payment had been taken from my bank account. But the problem was she wanted to look into my bank account. When I got home and told my husband, he had a really big issue with that. He told me "Don't you ever go into our online banking and show her or any of them our bank account again. If they got a problem then they can contact me, and they aren't going to like it, because I will report them, and don't you ever give cash for anything there. If they try to get more money out of you, walk out, we will go to the bank and file charges at the police department. " I contacted corporate and filed a complaint like my husband told me to do. Spoke to the same woman at Fun Tan corporation and she said "Well it wasn't showing that your payment went through, but its all resolved now". That was it. It was okay for the employee to do this to me per corporate. 

  This time. The employee got nasty with me as soon as I walked up to the desk after waiting on her to finish up with the person infront of me. She put the person infront of me in the red light therapy bed that I had reserved, and she told me exactly that. She told me that she looked up for my appointment when I walked in, but didn't see that I had the red light therapy bed reserved at 1:20pm  or bed ** reserved at 1:40pm. She knows why I come there. She knows I reserve the red light therapy bed for medical reasons because of all the issues she has given me since I got a membership here. And she told me she just put the woman before me in that bed. She was smerky and nasty. And I got rude back with her because I'm human and I have my limitations on how much abuse I will endure. Even ***** had his limitations. This employee keeps discriminating against me, for over 2 months. She told me I would have to make another appointment if I wanted to use the red light therapy and come back later that evening. The only reason I have the membership is for the red light therapy. We arent poor, my husband just purchased me my own bed. It will be here in 6 weeks. It's the idea that they choose an employees unacceptable behavior over customers and think customers are suppose to endure abuse, discrimination. They don't care about their customers. And my husband told me he guarantees I'm not the only person particular employee is nasty to and I'm not the first and won't be the last. Like I have stated before, the other employees are great, never had an issue with any other employee, they are kind and it's been a pleasant experience when I have dealt with other employees there. 

   

   

  
  
  

  
  iar said I never made an appointment until 1:20pm, even though I have the confirmation email and my husband was also present in the vehicle when I made the appointment at 1:14pm before we got there. Finally my husband got on the phone with **** and **** had a different tone with my huaband. Apparently he felt like he could bully me as a woman. In ********************* informed us he doesn't want me as a customer and will cancel my membership, but refuses to reimburse us for money already paid in advance that I have not recieved services for. This company is real peice of work. Now my husband is filing a complaint with the Fair Trade Commision. Fun Tan is not practicing good business. You can't discriminate which their employee has done multiple occasions to me. You can't keep money that you refuse to give service for. I pay $40 a month taken by ACH my last payment was taken on April 7th.

  Business Response

  Date: 04/19/2024

  The appointment in question was made within 10 minutes of the start of the appointment time.  Based on the time for the appointment entry to sync with the point of sale computer (which takes 2-4 minutes) there was someone else already in the equipment when the client arrived 6 minutes after she states she booked the appointment.  Our system shows only a 1 minute time lapse but there could be a delay in the time based on the sync.  She was offered to use other equipment first and then use the requested equipment second which would have been a proper use of the equipment.  She declined this offer and left instead.

  She stated she wanted to cancel her membership going forward.  While there is normally a $40 termination fee, we waived this and allowed the cancellation and allowed her to continue use of any services previously paid for.  There is no refund amount due.  The amount she is disputing now is for services rendered in past months that were provided. 

   

  This issue is considered resolved with the waiver of the termination fee.

  Business Response

  Date: 04/23/2024

  We have waived your cancellation fee and consider this matter closed.