I have been a faithful At the Beach customer for a number of years. Generally, I have enjoyed the kind and friendly customer care.

However, that view of the company was shattered today. I had canceled my account for the winter months (with a plan to re-open in the summer). I went to my local store and completed a cancellation form. I thought that was the last step, but ATB continued to charge my account. It was three months before I noticed that the account had not been canceled properly. In fact, one month they charged me with $50.00 in late charges. I figured this was just a mistake...no big deal, right? I assumed with the excellent customer service in the past ATB would be able to admit to the mistake and fix the problem.

I called the Aspen companies who transferred me to "Jennifer." Jennifer was not only unhelpful but rude!! She stated that I needed a carbon copy of the cancellation form that I completed at my local store. I was not given a carbon copy of the form. She stated that without this form I would not be reimbursed even though I canceled my account and have not been using the services. I tried to explain to Jennifer that there must have been a mistake at the store because I was not given a receipt or copy of anything nor informed that I needed to keep something for my records. She informed me (rudely) that she has no way of knowing if the store made a mistake and that the only thing she could do was cancel my account in the future. As I continued to try to explain that the store didn't give me a carbon copy, she decided that she did not want to hear it anymore and ended the call before I was finished.

Somewhere towards the middle of the call, I asked to speak to her superior due to her unhelpfulness and apparent bad attitude. She stated that she was the manager and that she reported to nobody. I guess this explains why she is allowed to treat dedicated customers this way.

Not sure of what to do next and really needing to be reimbursed for the over $300.00 that ATB incorrectly charged me, I called my local store. I talked to Hailey who was extremely nice and effective. She stated that the account on their end has been terminated. She stated that they have had problems with staff the past few months so she was not surprised that the cancellation was not completed correctly. They have recently hired all new staff and are working on building back trust and rapport with their customers- sounds like Hailey could offer some training to Jennifer. She assured me that her manager would get back to me soon and try to work out the problem. I kindly asked her to document our conversation so we could raise it to Jennifer if needed. She stated she was already doing so. I will be following up with this, but I would suggest that people stay away from their services due to the lack of ethics and appropriate managerial services.

I only wish I had read all the horrible reviews of At the Beach before I became a dedicated member. Now, it appears as though I will be stuck in this battle of cancelation like everyone else. Hopefully, someone from Aspen will read this and take action to try and build back the trust of their once happy customers.

Deception!!! HIDEOUS customer service from the supervisor
Run from this place...
Now they are logging upgrades that I never received!!!
Was told and in the contract that I had six free upgrades...when I went in to request a third they said that I already got six! For the next FOUR visits the employees confirmed they could see only two in their system and that they would "send a request to corporate to fix it". My account was never fixed and I never got a response for four visits. When I complained on my fourth visit the employee said, "the upgrades were all entered by the same employee who is no longer here and there is obviously a reason for that"! The employees probably get credit for getting people to use upgrades and then they try to sell (push!) more on you.The customer care line (which warns you you may be recorded for legal reasons) "supervisor" - had zero compassion and argued with me that I must have gotten them because they were logged...well, i always go in for a level two versa and if i was getting threes, i never knew it because I never asked for it!!! I told her it was ever more pathetic that she told me i should be happy to get something i didn't want or ask for!!! I asked her if she just accepted the chicken when she ordered pizza and she didn't get it. The upgrades I wanted were worth a mere 20.00, for me it was not the money but, the principle that I was deceived and then told me I should be glad I was decieved! The best laugh I got is when the employee read me the very personal and not nice comments that the supervisor wrote about me on my account screen-these people don't get it...I will be sure to spread the word.

At The Beach gave out my debit card number without my permission. They didnt call to verify if it was ok or for VALID ID to be shown. This man was able to open an actual acct. just by saying that he knew me. REALLY?? He could have got my name out of a phonebook or something. So how many other customers card information are they just giving out??!!

Everyone watch out

dear friends, if you you are thinking about getting a bronze tan please NEVER go to at the beach. because they will promise you that their is no contract but as soon as you give them a card number they will never stop charging you automatically. I went only for one month and now i have been charged for a whole year. they have horrible customer service and pretend to sent you your money back but never do. I have been charged over $500 and now i have to cancel my credit card in order to stop this. It has happened to many of my friends and family.
please save yourself the hassle.

I have been a member at At The Beach for almost a year now. Up until this afternoon I have always spoken highly of my experience. Today I tried to cancel my membership for two reasons. One I am on a photosynthesizing medication and can no longer use the services of the company. Two I am moving to a state where there is no at the beach and see no need to continue paying for an unused service. I was told it would be $75 for relocation cancellation with a new photo id with my new address in addition to 3 pieces of mail. I am only temporarily moving and have no desire to change from my permanent address. Since I could not meet these requirements it would be $357.18 to just cancel. There is no way around these payments and in today's economy these requirements are absurd. I am sure the CEO of this company makes plenty of money and does not need to charge such a steep fee to cancel a membership. He/she has many other customers paying them on a monthly basis. I used to be a member at Planet Beach and never had a hard time dealing with payments and cancellations. I would discourage anyone from signing a contract with this company. When I signed to agreement no one explained the cancellation policy or the requirements I needed to fill. Why can't you give a company money for the services used and not have to be penalized for no longer using their services? I feel as though I have been ripped off and scammed by a well to do company. On top of all these problems when I called the corporate office today the mailbox was full and I was disconnected. When I called the 1-800 # the manager would not speak to me and I asked for a return phone call. Needless to say I never got the return phone call.