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Nu Tan Is a Tan Scam in Rockwall Texas
On March 9, 2009, I went to Nu Tan with a Val-Pak coupon for a 30 day introductory offer for $14.99. I walked in and handed Jared (owner) my coupon and said I would like to purchase the introductory special. He asked if I had ever tanned there before and I said no. I then filled out the government issued card about age, skin type, etc. This did not pertain specifically to Nu Tan or their terms and conditions.
Jared then asked if I had any protective eyewear. I said no. I thought this was an odd question because most salons provide them at no charge each time you come in and offer to sell them if you want your own specific pair. Anyway, he said I would need to get some and asked me what color I wanted. I said pink. He handed them to me and then said he wanted to show me the tanning bed. After showing me how to operate it, he said I should start with a ten minute tan, and he left the room.
After tanning, I went back to the front desk to pay for the special and the eyewear. At this time I noticed a sign in the corner that said the eyewear cost $10. I found this to be excessive, but I needed them so I did not say anything. Jared asked "so how was it?" I said "it was good." He then picked up a stack of pads with his member specials/contracts, put it in front of me and asked, "so how do you want to do this."
He made it sound as if I had to sign up for something. I politely said that I was only interested in the 30 day trial at this time. He became upset and irritated. He said "the trial is only good for 10-15 minute sessions in a 20 minute bed. It is for people to see how their body reacts to the bed to see if they want to join." I said I was sorry, but that I just wanted to pay for the special I had come in with. I had only tanned once. How did I know how I was reacting to the beds yet? He took my credit card, swiped it, and then slammed it back on the desk so hard that I was startled and jumped. I noticed I was the only person in the salon. I signed the credit card receipt and said that I would see him tomorrow. He said "ok." I left very upset.
I debated on March 10, 2009, as to whether I should go back or not. I thought that maybe he was having a bad day. I had paid for a service and decided that I should give it another shot. I walked in and Jared was there with 2 other employees. He ignored me while another employee was being friendly towards me. Finally, Jared said he would get to me as soon as possible. I asked how long. He said 20-25 minutes. There was no one in the waiting room and I just saw a bed get cleaned. He said there were appointments coming. I said ok I will make an apt. next time. He said I couldn't-that service was for contract members only.
I asked why he didn't tell me this drawback the day before. I also asked why he didn't tell me that I couldn't tan but for 15 minutes in 20 minute bed with the "special." He said he was going to when he proposed signing a contract, but that I denied before he had a chance to sell me on it. I told him that at this point I had already tanned and that I had to pay him the money regardless. If he would have been up front with the terms before I tanned, I would have gone somewhere else. I would have even spent more money somewhere else.
I asked if people kept calling in appointments if he would just keep pushing my tan time back. He said "I won't make you wait THAT long." At this time I said that it was obvious he did not want to do business with me. I asked for my money back. He said that was not his policy. No refunds. He did not have any business cards nor any of his terms or conditions in writing that pertained to the special. He wrote them down for me. He seemed to be making up rules as he went along. He was very non-chalant and smug. He knew he had my money and that I was mislead and found satisfaction in taking advantage of me and the situation.
My point is this: he should have told me the terms and conditions or presented them in writing when I presented the coupon. He tells you to tan first so you have to pay him. This is a scam, and I feel sorry for all the people who have been taken advantage of.
Stefanie
Royse City, Texas
U.S.A.
1 Updates & Rebuttals
Nu Tan Co.
Rockwall,Texas,
U.S.A.
This Customer Refused to Listen, and Read All of the Information
#2REBUTTAL Owner of company
Tue, March 17, 2009
Nu Tan is a well respected tanning salon that has been serving the Rockwall area for 15 years now. We have many distinguished members who have tanned with us for this entire period and are proud to add to our membership every day. We advertise many specials in many different ways to bring in new clients, but there is only so much space on an ad so "some restrictions apply" is included on every one to save space. This practice is used all over the world in advertising and has been for years. We can only assume that this customer hasn't yet grasped this concept. We treat all new guests the same as we have for the last 15 years. These are potential long term members, if not from the first day, they may be down the road. We regularly have customers return who used a coupon or special with the very same restrictions as the one used by this customer, who join as long term members. We are very thorough when explaining our policies and procedures with our customers, but this particular customer refused to listed to anything we had to say. She didn't even give us a chance to explain the restrictions, and asked no questions about what they might be. Had she asked any questions they would have been answered directly and completely. She was more interested in not hearing a "sales presentation" to which in her own words, she wouldn't have listened to anyway and would have been a waste of her time. Nu Tan spends large amounts of money to advertise these specials from which we hope to gain new customers for the future. Nu Tan often loses money on these giveaway specials and all we ask for in return is a chance to win your business. It seems that this customer came in with no intention of giving us this chance, and that is her perrogative, but she also afforded us no opportunity to explain our policies and procedures in the process. We simply cant print all of our policies on an advertisement with such limited space available.
Had this customer carefully read the information posted clearly in our lobby and on our personal information card that she filled out, she would have noticed that Nu Tan requires each tanner to have their own eyeware. It is not necessary that they purchase them from us, as many customers already have their own pair, but it is our requirement for sanitary purposes. This policy is clearly posted on our lobby wall on a 10 inch by 36 inch black sign with 3 inch all capital white lettering. I can assure you that it is very much in plain sight directly above a 2 foot by 3 foot black sign with 1.5 inch white lettering explaining how our specials ie. (coupons, advertisements, road signs, flyers and banners) work. On our information card which was filled out and signed by this customer, is clearly stated, "Nu Tan reserves the right to refuse service to anyone. Nu Tan offers no refunds or cancellations under any circumstances. Nu Tan is not responsible for lost or stolen articles." These statements are underlined on the card for better visibility. Again, this customer chose not to pay attention to the information she was filling out.
As for how this customer feels she was treated, again, all customers and potential customers at our business are treated the same. I most certainly did not "slam" a credit card on the counter in frustration. We sign up many new customers every day and some sign up the first day, others a week later, some a month later, even others a year later, but all are treated with the possibility that they will eventually join as members. When this customer returned for the second day I was at the front counter, but was very involved in paperwork. She signed in and was greeted by my 2 employees who asked her to be seated and we would get her in as quickly as possible. All of our 20 minute beds were full upon her arrival as she came in at the busiest time of day in the busiest time of year for all tanning salons (5pm on a weekday in March). Yes a bed opened up as she waited, but we had several appointments booked and could not afford to give her that bed at that time. Doing this would have forced a member with an appointment to wait. All appointments are given 5 minute "grace" period by which to arrive. If they fail to do so we will then put in a stand by customer. This is exactly what we did for this customer. At 5:05pm we still had an availabe bed an she was assigned to it. Had she given us a chance to go over everything on her initial visit we would have been able to explain that there are busy times that she may choose to avoid if she decided to use her special at this time of year. We weren't given this opportunity. As this customer waited in the lobby she polled several customers about this business but was unable to find anyone who wasn't already a member. We at Nu Tan treated her without malice and she was not refused any services, but we cannot seem to accomodate her "treat me like a VIP when I refuse to listen" attitude. Someone in customer service should know better than to act in such a way. Here is a direct quote pulled from a complaint email this customer ssent to Valpak who handled this advertisement, I will gladly post the entire email if requested, " If I would have let him tell me his whole sales pitch for a membership and pretended that I was interested this would not have occurred." In answer you are correct, because we could have informed you of all of our policies and procedures and potentially have answered any question you may have had.
This customer makes it a point to tell you that I already had her money and wasn't interested in anything else. Ask yourself this question. Is $15 going to sustain this company in these economic times? Nu Tan is interested in customers who give us a chance to keep them as members whether now or in the future. So no her $15 dollars isn't important at all. It was her potential to become a member that we were interested in, and due to that interest she was treated in the same manner that we treat all of our potential members.