ComplaintsforSun Tan City

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a loyal Sun Tan City customer for many years and have spent hundreds of dollars with the company. On Friday, August 2nd I went in for a spray tan. The girls at the counter told me the price and I asked if it came with a sample primer (the last time I'd been in, it did). One of the girls went and handed me full sized products and said they came with my package. I was pleasantly surprised and said great- can I have a bag this is a lot to carry. They gave me a bag- I placed the products in the bag and went to tan and then left. Then yesterday a "District Manager" called me and accused me of stealing from the store. I actually thought it was a scam trying to get my credit card. She said she had me on camera stealing and that I had to pay or they'd block my account. I was shocked- I've never stolen or been accused of stealing in my life. I asked for her supervisor and she refused to give it to me. I asked for her last name- she also refused but it was in my phone. I called customer service and they said someone would call me back. I could not find anyone to directly report this to. I took my bag back to the salon last night and the girl working said it looked like I must have accidentally picked up their display lotion when I put my items in the bag. She said that happens a lot there. I gave it back to her and she said the other 2 items I was supposed to have. I asked for a supervisor and left. Today- a manager from "client service" called and said it didn't matter- they consider it theft and I can no longer use their services. This was an innocent mistake, the item was returned, and I've never been treated so horribly by a company I've patronized for years. Sadly- they are the only spray tan salon near me or I'd love to go elsewhere. I have a disease where my skin has spots and spray tans help cover them. This company gives no opportunity for resolution. The client service agent would not share an owner or their supervisor information.

  Business response

  08/07/2024

  Good Afternoon! 

  This clients account has been reviewed and closed per our Loss Prevention department. Upper salon management has spoke to the client regarding this issue as well. However, we will forward these concerns to the proper management and the additional detailed information they have provided for further review. 

  Thanks! 

  Customer response

  08/07/2024

  
  Better Business Bureau:
  
  

  The company has reached back out to me and removed my block- not sure if this was from you all or my email to the owner, but this is resolved.

  
  

  Thank you!

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Joined Suntan City June 15, 2023. Was advised if payment on 1st of month did not go thru on 1st, it would resubmit within few days. Once payment did not go thru, they waited until July 22nd to push payment thru. I received no notification of this and thus caused issues whenever account paid!! I was misled and feel payment should not have gone thru without any notification or warning!! I assumed my account would have been frozen until personally going to a facility!! I was not advised that they would just randomly push payments thru. I was not even able to read the membership info and had to take the word of representative whenever signing pad!!! Lesson learned but feel they should refund since I was advised incorrectly about billing submissions which would be within few days of rejection and not at any time throughout the month!! This is ludicrous that people do not actually see the contract and have to take word of rep!! I am Bipolar and was in a down mood whenever signing. Otherwise, I would not have signed anything without reading!!

  Business response

  07/22/2024

  Good Afternoon!

  We are not able to locate this clients account based on the demographic information they have provided within this complaint. A Supervisor from our Customer Service Department will be reaching out to the contact number they provided for further assistance and to discuss the clients account further. 

  Thanks! 

  Customer response

  07/29/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I spoke to a Customer Service rep and they did find my account. I was informed that I would get a refund within 7-10 days, provided proper debit card and have received no further contact.  Today, 7/29, I see that they took another $25 from my debit card causing me to be overdraft!!!  No notification on refund and no warning/reason for taking another $25!!!  This is absolutely wrong!!!  I want refunded $46.39 original balance, $25 for new debit and refund overdraft fee if charged!!!
  Sincerely,
  
  ****** ******

  Business response

  07/29/2024

  Good Morning! 

  This client's refund was submitted for the $46.39 membership draft on 7/24, and approved on 7/28. As of now, we have submitted an additional refund for any inconvenience of miscommunication for the $25 resubmit charge that was processed when attempting to collect the clients membership draft for July. 

  Thanks! 

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  As long as pending refunds post accordingly to my checking account, I am satisfied.  And furthermore ensure NO OTHER ATTEMPTS to take more funds from my account!!!  If it happens, I will file another claim. 
  
  Sincerely,
  
  ****** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Suntan city continues to take money from my account even after receiving the payment, I’ve emailed them over and over and they give me a phone number and an email to a 3rd party but the number is traced to them. They refuse to give me my money back and with proof that they have fraudulently charged me!!! I also have proof the number and email provided by suntan city isn’t legit as other consumers have had the same issue June 4th payment wasn’t successful June 18th payment was successful June 18th account frozen June 26th 25.00 payment July 8th 25.00 payment

  Business response

  07/11/2024

  Good Afternoon! 

  We are having a Supervisor from our Client Services Department reach out to this client directly for a detailed breakdown of the charges, and the resubmit process that we have when attempting to recollect failed payments. We are also going to discuss the refund that we have submitted for them, and the all inclusive session that was added to their account due to the confusion. 

  Thanks! 

  Customer response

  07/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I didn’t speak directly to anyone until after the complaint with BBB, before that everything was handled via email, we did discuss payments and it was proven I was charged several times even after a successful payment was obtained. That is when I was provided with a bogus email and phone number to contact to retrieve a refund.  I received a voicemail from a suntan city number on 7/11/2024 requesting card info for a refund but I haven’t received a refund up to this point. 

  
  Sincerely,
  
  ****** *****

  Business response

  07/15/2024

  Good Morning! 

  This clients refund was submitted on 7/11, and successfully processed on 7/12, as this was expedited per client satisfaction. The client should see the funds within 3-5 business days from the time the refund was processed. 

  Thanks! 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 9, 2024 I entered the Smyrna Tennessee location, of Sun Tan City requesting my old account be re-instated. The girl helping me had trouble and needed the assistance of another employee. Neither had any idea what they were doing and said "I think the account has been re-instated" No other employees were there. I was charged $38.63. The girl said the monthly fee was discounted and I was charged a $10 membership fee. The girl told me beginning next month, I would be charged the regular monthly rate of $29.99 + tax. I began my tanning session on May 9th. Each day I visited a different location, depending what I was near. While visiting the Murfreesboro TN location, the employees told me that I need to be using the app. Nothing was mentioned during my account re-instatement. I visited the Franklin TN location. The employees told me that I needed a scan card or I need to be using the app. Nothing was mentioned to me about a scan card during my account re-instatement nor anything mentioned to me about using the app. Another trip to the Murfreesboro TN location. The employee told me to download and use the app. I downloaded and tried to setup the app. It wouldn't accept my email address and kept wanting me to sign up as a member. I explained and demonstrated this issue with the Murfreesboro TN location. They didn't know what was wrong. On June 2, 2024, I received a notice from my bank that Sun Tan City was charging me $47.89 for a month of tanning. When I visited the Murfreesboro TN location and ask about the charge $47.89 charge when it was supposed to be $29.99 + tax, I was told an additional $10 maintenance fee was added. The employee said it was in my contract. I instructed them to cancel my membership and refund my money. The employee told me to contact the Corporate Office and they would refund the money. She wasn't allowed to offer refunds. As of today June 19, 2024, I have never received a copy of any contract from Sun Tan City.

  Business response

  06/20/2024

  Good Morning!

  This client has contacted our Customer Service Department several times and has spoken to a supervisor regarding her account. We will be sending the membership agreement she signed on 5/9/2024 to her via email, and will be cancelling her membership. The client stated several times to our customer service representatives that she has disputed June's membership draft of $47.89, used harsh and inappropriate language towards our staff, and has demanded a refund. A refund has not been submitted, as she stated that she has filed a dispute with her bank. The client will not be drafted further. 

  Thanks! 

  Customer response

  06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: Yes, I have filed a fraud complaint with my bank.  Yes, I have filed a fraud complaint with the FTC.  I have filed a fraud complaint with my local police department against Sun Tan City.  Me signing the contract was based on what the of Sun Tan City employees told me.  Neither knew what they were doing and no other employees were there.  They told me a $10 membership fee when I reinstated my account on May 9th but said I would be charged $29.99 a month after that. When I received a text from my bank on June 2nd charging me $47.89, I walked into the Murfreesboro location.  The only thing the girl said, there's a $10 maintenance fee. Everyone keeps talking about a contract.  I HAVE NEVER RECEIVED ANY CONTRACT.
  
  Sincerely,
  
  ****** ********

  Business response

  06/20/2024

  Good Afternoon!

  The client was emailed the agreement she signed on 5/9/2024, today, 6/20/2024. In the future, she client is able to request a paper copy of the agreement for further review before signing. As stated, we would have refunded to accommodate any confusion, but are unable to do so now that they have disputed the charges. 

  Thanks! 

  Customer response

  06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: As of today, I have not received a copy of this contract they continue to speak of. 
  
  Sincerely,
  
  ****** ********

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: As of today, I have not received a copy of this contract they continue to speak of. 
  
  Sincerely,
  
  ****** ********

  Business response

  06/24/2024

  Good Afternoon!

  The agreement was emailed on 6/20/2024 at 1:26pm EST to the email address we have on file for the client. We have noticed that the email saved on file is not the same used as the contact information in this BBB Complaint. We will resend to the address that the client used when submitting their concerns. 

  Thanks! 

   

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: The employee told me that I would be charged $29.99 + tax for June after being charged the $10 membership fee when I re-instated my membership in May.    
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I physically went into my Sun Tan City store on April 30th and canceled my membership. I got charged on May 1st for the month of April, which is correct. But then I got charged again on June 4th, for the month of May. I talked to customer service about this and they said I need a receipt to prove my cancellation. Unfortunately I lost my receipt, but it is unacceptable that the employees did not correctly finalize my cancellation. I should not be paying for a mistake they made.

  Business response

  06/12/2024

  Good Afternoon! 

  When the client signed up for their membership on 4/15/2024, what they paid that day was for the rest of the month of April. On May 1st, the automatic draft was for the entire month of May. On June 1st, this is when the clients automatic draft paid for the month of June. Any cancellations must take place prior to the first of every month to avoid renewing/being charged. As a courtesy due to the confusion, we have cancelled the clients membership and have submitted a refund for the month of June. 

  Thanks! 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted a rate of 79.99 per month for the "fastest" membership along with a $10 membership fee (or whatever that's supposed to be.) My account was attempted to be charged $107. 76. I went in and explained to the lady I wanted the membership, had my own tanning lotion, but she then rang up one (I assume to get the commission) and I was charged almost $60 for the sign up on May 24th- these charges happened on June 1st. So I laid in the tanning bed twice and that is costing me $107??? I have attempted to contact but they are closed.

  Business response

  06/04/2024

  Good Afternoon! 

  This client signed up for the Fastest monthly membership for 79.99 a month on 5/24. When they joined, they did not pay a prorated amount for the rest of the month, as we were running a promotion that provided this discount. At the time of sign up, the client purchased a bottle of lotion (originally 59.99, but discounted to 49.38) and eyewear (originally 8.99, but discounted to 8.22). Our membership payment process the first of every month from the clients choice of payment method they place on file when they join for easy automatic payments, as our memberships are open ended until a cancellation is performed. On June 1st, the client was billed for the month of June at a total of 107.76, as the membership draft also included the clients annual due of $10. This is a recurring payment once a year, and they will not see this again until June 2025 if they remain a member with us. The client is eligible to cancel or freeze at this time. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** the store manager (don't know the last name) at Sun Tan City. Address 2*** ******** ** ***** **** ********** ** *****. This is the 3rd time I have come to the store and been told "they have already shut down all the equipment and can't start it back until the morning". This last time on 06-02-2024, I was told they couldn't serve me. I finally held my ground and said that's not true and that's not how this works. This took a lot for me as I'm terrified of confrontation. In April 2024, I was sold on an upgraded package. This is a 1 year all inclusive package. When I purchased this package they said it did include teeth whitening as well as unlimited use of the beds and sunless beds. There was another worker there who was shocked as well. I have a video from when I walked out getting his name. It's large, so I can't send it as an attachment in this complaint. My issue is, I have been refused service 3 times and lied to about the all inclusive package. I have been going to sun tan city for 5 years now and this has happened all in the span of two months.

  Business response

  06/04/2024

  Good Afternoon! 

  Good Afternoon! We are going to forward this clients concerns to the proper management for review, and we are thankful for this being brought to our attention. At Sun Tan City, it is our goal to offer excellent customer service on every occasion to ensure the most indulgent and relaxing environment for our clients. We greatly appreciate this feedback. Regarding the teeth whitening, all Instant/VIP members will receive 50% off of the LED Teeth Whitening Session unless this specific service is already running on sale as a part of a current promotion that does not allow additional discounts to be added to the already discounted price. As a courtesy, for your inconvenience, we have added a courtesy session to the clients account that will be available to use at their convenience. In addition, we will be sure your comments and suggestions are forwarded to the proper management team for review. 

  
  Thanks! 

  Customer response

  06/05/2024

  
  Complaint: ********
  

  I am rejecting this response because: A free teeth whitening session is great, and appreciated. However, I feel this treatment from an employee (same employee every time) is wild.  I have been with Sun Tan City for 5 years now. I would like to believe this issue and my loyalty deserves more than a simple " we will send this on and here’s a free treatment."  
  
  Sincerely,
  
  ******* ***********

  Business response

  06/11/2024

  Good Afternoon! 

  To clarify, the courtesy session is not a free teeth whitening kit. The courtesy session is a free all inclusive tanning, sunless, or spa equipment visit that will not expire for two years due to the inconvenience. We have forwarded the concerns brought to our attention over to the proper management, and are happy to see that the client was able to successfully spray tan on 6/7/2024. 

  Thanks! 

  Customer response

  06/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: after this experience he came up to me in a very condescending tone saying "how was the wedding, I hope it was real good."  I head them talking about me reporting him while I was spray tanning.  They also, talked about how I'm so young and have "weird legs".  I have a bone disease so, can't help that. I'm not sure how you allow people like this to work for you.   You offer free teeth cleaning in response to someone be inhuman to your customers. 
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I saw only that Sun Tan City was running a $.25 trial and I decided to try it. I signed up for the trial on May 27th. have a medical issue that I decided to try tanning to resolve. I went that day to use the trial and it wasn’t even in the system. The nice lady at the front let me use the bed without the membership on file. I signed up for the highest membership and was going to lower the membership before it was charged a month later, due to it being more affordable. I got charged $110 dollars on June 1st. I emailed them and asked for a refund and the lady said that there was an agreement. She said this specifically, “ Thank you for your inquiry! We apologize sincerely as all of our billing is sent on the 1st of each month, this was stated in the membership agreement that you signed when joining this membership. Unfortunately as your agreement states all cancellations must take place before the 1st to avoid billing for that month, a monetary refund request typically would be denied. We can go ahead and cancel this membership if you would like, so that you will not receive billing for any further months. If you would like us to cancel this for you, we would be more than happy to do so!” I did not sign anything that said such information. This business practice is ridiculous. It’s a bait and switch scam! I want my refund. It is sad because I would have continued my membership on a more affordable plan. I cannot not afford $110 a month!

  Business response

  06/03/2024

  Good Afternoon! 

  This client signed up for their VIP All Access monthly membership online on 5/30, and was charged $0.00 to join due to the promotion we were currently running. Our payments process the first of every month, and on June 1st, the client was drafted for the membership they chose to sign up with. When you sign up online, you must acknowledge the membership agreement before finalizing the purchase/transaction. The client is actively using the services as recent as 6/1, and if they wish to switch to a cheaper membership price/level or cancel their membership, the are welcome to do so through their online account or at their local salon before 7/1. 

  Thanks! 

  Customer response

  06/03/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  this Was not clearly communicated. I used the salon on 6/1 due to me believing that I was under the trial. This is bad business practice. Why would I only sign up for the week and then be charged  this makes no since. 

  
  Sincerely,
  
  ***** ****

  Business response

  06/04/2024

  Good Afternoon! 

  The terms and conditions of how our memberships work are stated before clients finalize their membership purchase. Unfortunately, a client cannot sign up for a membership for 1 week. The client is able to use the services the remainder of June, and if they do not wish to tan in the month of July, they must cancel before July 1st to avoid being drafted for July's membership payment. 

  Thanks! 

  Customer response

  06/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I did not see such agreement. 
  
  Sincerely,
  
  ***** ****

  Business response

  06/05/2024

  Good Afternoon! 

  I have attached the clients membership agreement. 

  Thanks! 

  Customer response

  06/05/2024

   
  
  
  Complaint: ********
  
  I am rejecting this response because:
  You should make this more clear. I never saw this when signing up. Cancel my membership now so I am not charged again. 
  Sincerely,
  
  ***** ****

  Business response

  06/05/2024

  Good Afternoon! 

  We have cancelled the clients membership at this time. They will not be billed further. 

  Thanks! 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into Suntan City in lexington Ky 40509, Hamburg location on February 27, 2024 wanting to use a promotion that is called a tour of the city. It was $19.99. When I walked into Suntan city I was greeted by a worker named ********* I told her what I wanted and she told me it was $24.99 if I bought I from in store and not online. So I told her I would buy it online and to give me a moment to purchase it. She proceeds to tell me that if I unfreeze my membership it would only be $29.99 a month, and I could tan more than just getting the promotional deal of the tour. After she convinced me to go ahead and unfreeze my account she told me that she would contact the support people and override my previous membership that I was paying. She also stated if I notice I was being billed more than $29.99 to let her know. I tanned and left. Today is may 20th. I was looking on my bank statement and noticed I was being charged $69.95 monthly so I went back to ******* and told her what was going on. ******* proceeded to tell me that it was my fault for not checking my bank statements monthly. She told me that there are no notes on my account about the agreement. She also stated that I was "Angry" when in fact I wasn't and she told me I had to call a number and most likely I wouldn't get my money back for the difference they over charged me because it's been too long. This is not the first incident with ******* I have had. She has lied about prices of products. Rings me up and once I ask about the price she says that she can't give me a refund.

  Business response

  05/31/2024

  Good Afternoon! 

  This client contacted our Customer Service Department today, and an agent was able to successfully place them in the new price point of $29.99. A refund has also been submitted for the difference between the two membership price points for the three months that they were drafted at the $59.99 price. We have added an inclusive session to their account for the inconvenience and miscommunication. 

  Thanks! 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 11, 2024, I went into the Auburn Maine location to purchase a tanning membership. I signed all the documents, "swiped" my card, and was told a receipt would be emailed to me. This transaction was in the amount of $82.47, the cost of a pro-rated monthly membership. I left that day, assuming I had indeed paid for a membership however, over the next 24 hours, I hadn't received any receipt nor did any charges post to my bank. On May 12, I went back into the location to inquire about this and to "tan" only to be told that I was not charged for a membership the day before as the associate only "added my card to be on file" but did nothing else. So, believing that it hadnt gone through previously, I signed up "again", and was charged $89.60, was given membership credentials and went tanning that day. On May 13, I discovered that I was indeed charged for the transaction on the 11th, so I paid for a membership twice. I went into the location and was immediately recognized by the associate and before saying anything, she stated her manager informed her of the mistake and a refund was issued but it would take at least 7 days! I said that was unacceptable and I wanted to cancel the membership immediately. She said she was unable to do so and to contact customer service. 5/14, I had to use online chat with Suntan City. I was told the refund would be in 7-14 days!! And as a "courtesy" they cancelled my membership for me, though she couldn't provide me any proof as I asked for an email confirmation. She directed me to log into my account to see changes. I am unable to log into it, agent said shed email me credentials to access it, and NEVER did. I want an ENTIRE refund for both transactions!! I have to wait 2 weeks while my bank account accrues fees for being overdrawn due to THEIR ERROR. They cannot provide me any proof of anything??!

  Business response

  05/15/2024

  Good Afternoon! 

  This client signed up at their local salon on 5/11/24, and was charged 82.47 at the time of sign up. On 5/12/24, the client went back to the salon and the membership did not appear to be on the clients account, as they had a duplicate profile in the system. One had the membership they purchased, and one did not. They were signed up once more for a total of 89.60. Since then, these accounts have been merged so this does not happen again in the future. We have attempted to contact this client to obtain CC information for the refund to process back to. The refund total is both prorated amounts, excluding the eyewear purchased on 5/12, for a total of 161.53

  Thanks!

  Customer response

  05/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Suntan city in no way has tried to contact me as they state they have. They have my credit card information on file as well so I feel this is false. I spoke with their customer service and was told it would be 14 days before they “approve “ my refund. I would accept the offer if I believed they were actually doing what they claim, however they have yet to contact me 
  Sincerely,
  
  ******* ******

  Business response

  05/15/2024

  Good Afternoon! 

  We were able to get in touch with this client, and as of today they have been successfully refunded. 

  Thanks! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩