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Old 11-30-2004, 10:59 PM   #1 (permalink)
 
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In June when I took over the salon we had a customer that I manually charged her credit card for her monthly payment. This customer called and griped I had made her account overdrawn by taking out this payment. I do have a i year contract on this girl for our tanning club. The girl also says she has cervix cancer and cannot tan. I tell her to bring in a doctors excuse. The girl never did. I waited until November then drafted her account again for the july-aug-sept-oct-nov payment. I did try calling but her phone # was out of order and I had no address.
I then charged her a couple days ago the 75.00 cancellation fee.
The girl calls grpin again telling me now she has a bacterial infection and still cannot tan and wants her 175.00 back. I tell her again to bring in a doctors excuse and she says something about her doc being out of town. She also tells me she'll get a lawyer. I tell her that would be fine but ask her again why 6 months ago she didn't bring in the excuse like I had asked her. She says she does not remember.
I told her that if she brought me an excuse stating she was under a docs care for the last 6 months and that the doc recommended that she could not tan I would refund her money.
But I do not have an address or good phone number on her and I know if I give her money back I'll never be able to find her to bill her for her monthly payments. She'll probably do away with the credit card we have on file and I'll be screwed. She is under contract until 2-2-2005 but I told her I would have to extend her contract for however many months she's been frozen.
This is all new to me and I don't know if I'm doing the right thing. What does everyone think?
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Old 12-01-2004, 11:39 AM   #2 (permalink)
 
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Sounds like what I would do.
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Old 12-01-2004, 11:44 AM   #3 (permalink)
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NO CONTRACTS...it's ruining the whole EFT concept..don't be greedy ********. http://www.scarysquirrel.org/special/movies/foamy/propaganda.html
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Old 12-01-2004, 11:47 AM   #4 (permalink)
I love Derf!!
 
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Gotta make a living.
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Old 12-01-2004, 09:48 PM   #5 (permalink)
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I would document the attempts to call her. And if you get a request of repayment from teh CC company fax them her contract and the documents attemts to contact.
JMHO it might work. It is her signature....you might win.

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Old 12-03-2004, 08:36 PM   #6 (permalink)
 
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Ok first what is teh? Update on this. The girl brings in her doctors excuse but like I thought she wasen't telling the whole truth about her sickness. That is why she was slow in bringing me something. The girl leaves my husband a note from doc saying she was treated in April for Endometriosis My doc said tanning should not be a problem if you have it. Also he said it was the totally opposite of cancer which is the word the girl kept using. I felt bad for her anyhow and refunded her 5 months but kept the 75.00 cancellation fee. I thought this was fair.
MissMo....In this day and time there are contracts for everything. Bet you have a cell phone contract, gym membership, Even my cable tv is under a 1 year contract,my lease three years.The guy that cuts my hair lets me pay for 6 months in advance and gives me a better deal then when I pay each visit.
Contracts are a fact of life.....
There getting a great monthly rate and the cancellation fees protect us from broken contracts. I only have problems when it comes to teenagers. I try never to recommend our club to them but this one girl was here before i took over.
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Old 12-04-2004, 09:52 AM   #7 (permalink)
 
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I don't get it??People sign up tan for 2-3 months then want out of there contracts... How are we cheating the customer?And how is this gready? WE charge considerably less for an eft contract..The customer knows this when they purchase...then get mad and call you gready when you want to get paid??? Some people are just inherently dishonest in my opinion!
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Old 12-04-2004, 06:31 PM   #8 (permalink)
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You shouldn't WANT to make people tan for a year, 6 months or whatever..they sign EFT under a cancel anytime deal and it seems to give them more incentive to sign and then NOT cancel..If you have a contract for a year and the person dosen't show up for the last 2 months do you cancel him or do you resign them with an unsigned contract? EFT with NO Pressssure. They don't wanna tan with me..they DON't have to..seems to work wonderfully and all parties involved appear to be pleased.
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Old 12-06-2004, 09:12 AM   #9 (permalink)
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It's tough to stay with the contract when a cusmoter gives you grief but in most circumstances this all comes down to CUSTOMER IRRESPONSIBILITY. You can write in plain English the provisions on the agreement form, you can verbally point out the few provisions (such as the cancel requirement). They nod knowingly. I guarantee you, most people aren't comprehending and they'll sign it anyway right where it says "By my signature I understand and agree to the above listed requirements." And those that do comprehend and retain the info expect an allowance for their "special circumstances" anyway.

No contract? Then anything goes! Give back money because the customer says she couldn't come in for this or that reason, allow skipped payemnts because the customer doesn't want to pay, heck, she didn't come in, etc. Drop late fees, too. And since my contract also deliniates my responsibilities, to be open with clean beds, fresh lamps with top customer service, to debit monthly an exact amount, etc. Well, I'll throw that out the window too if it's inconvenient for me.

No, you have to have an agreement and stick to it. You owe your customers nothing less.
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Old 12-06-2004, 07:44 PM   #10 (permalink)
 
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if someone signs up for our discounted yearly/semi annual prices
and whatever reason cant tan later on
we charge them single session prices for each session and give them the difference
(normally isnt any) why wouldn/t someone pay upfront now to get a discount when they know they can cancel it later with little or no penalties
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