This is a copy of the e-mail I sent Hollywood Tanning's corporate office, via their web site.
"My GF had a one month free pass to thenew Hollywood Tans in our area for the month of Sept. She went, butwas limited to one of the less powerful machines and was quitedisappointed.
I saw on this site an offer for unlimited tanninguntil 12/31, and called the Brodheadsville location to get the details. I explained to the young man that it was a gift for a very experiencedtanner, that she was unhappy with the less powerful machine, and Iwanted to give her a gift that would allow her to enjoy tanning attheir location. At no time did he mention "levels" or any variety ofpackages. He said she would have unlimited tanning through the end ofthe year for $100. I thought it was a great deal and paid for it.
Ipaid the bill on the 10th. My GF was not informed of the gift until herbirthday on the 13th, and didn't go to use the gift until the 16th. When she did go to use it, after being told by me she had an"unlimited" gift, she was denied use of the better machines and toldher gift was for a limited selection of the machines. She wasembarrassed and humiliated, and when she returned home disappointed Itoo was upset.
I have contacted the man who claims to be theowner, Joey Magluilo, only to be informed that true unlimited tanning, the unlimited use of any machine in the facility through 12/31, wouldcost me an additional $200. I will not pay that, and a membership touse, what to us is a useless machine, is also unsatisfactory.
Theservice I paid for was never delivered. I strongly feel at best theyhave inept help, at worst a purposeful bait and switch scheme. Yet the"owner" refuses to give me a refund on this never used package, oroffer any form of satisfaction or customer service.in truth it isquite difficult to get a word in edgewise with him.
This is toinform you I will pursue whatever means I have available to get arefund, and will loudly and with great effort inform anyone I can reachof the deceitful thievery being practiced at your Brodheadsvillelocation."
The response from their own corporate office was in part:
"In my 14 years in the customer service industry, I have never experience this kind of behavior by a business owner."
And, from their national office,
"and a good portion of complaints has been about the owner of this salon. It has been a little overwhelming"
Unfortunately Hollywood Tanning is a franchise, and the corporate office has limited ability to resolve issues. I am pursuing a refund through Visa.
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