Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I froze my membership in May 2023 and received the email confirmation which did not include anything about a maximum freeze time. Says “when I decide to unfreeze” benefits will be there. The key phrase is “when I decide”. It’s January 2025 and today I woke up to a $104 deduction to my bank account. I spoke with customer service and was told that it was automatically unfrozen due to a policy that I was not made aware of, a policy that there is a 12 month maximum freeze time, which is also strange because since I froze it in May 2023 and it’s Jan 2025, that’s not 12 months. Customer service was helpful in that she said she would put in a request for refund to upper management however that’s not a guarantee. I also asked for a copy of my signed agreement to understanding the automatic unfeeezing and charging of my account which she said she would email me this evening. Attached to my May 2023 email confirmation of my freeze is a freeze agreement that mentions nothing about there being a time limit. I am hopeful and yet anxious about the refund status. This has come at a very difficult time for my family and the money deducted was to purchase our groceries for the week.

  Business response

  01/08/2025

  Good Afternoon!

  This client's membership has been frozen since May 2023. In January 2024, our process for freezing your membership with us changed, and an email was sent to all existing frozen clients regarding the updates. This clients specific membership ceased to charge them $5 a month to remain frozen, and in place allowed them to be frozen at no cost. Our new process allows our clients to choose how many months they would like to remain frozen (maximum of 12 months), and the system will automatically reinstate them after the selected months have come to completion. For all clients that were frozen prior to the process change, they were automatically placed into the maximum number of months to be frozen (12) to allow them time to make adjustments to their accounts if desired. Before this clients membership automatically reinstated and they were charged for January's membership draft, an additional email was sent to the client as a reminder so they were aware before being charged. For any inconvenience or misunderstanding, we have a refund for what the client was charged for the month of January submitted at this time. 

  Thanks! 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a long term client of Suntancity for close to 20 years in Wisconsin. We moved to Seattle for 1 year and now have lived in Tucson for 2 years, and Suntancity doesn’t have locations in either place. I went back to WI in Dec 2023 and Dec 2024 for 2 weeks to visit my children and used the salon. I had been paying $5 a month to freeze my membership so if I visited WI, I could use the salon when I was in WI. I used the salon a few times during each visit and then noticed that my account wasn’t showing active in their system when I tried to book an appointment. I sent emails and receipts proving their system was not correct and I had no access to my account. I then assumed my account wasn’t active since I couldn’t access my account information. During my most recent visit to the salon on 12/20/24, I found out the my account had been active and had been billing my husbands’s credit card to the tune of over $563. The offered me store credit for the amount, but since I don’t have any salons where I live, I wanted it refunded to my husband’s credit card (they never should have used that card ( ****** ***** as the was taken out of the system in Dec 2023 and replaced with my credit card ending in **** when I realized that his card was on file. They are refusing to credit back my card. I explained that since the account had no membership, it never occurred to me that it was active since I and the clerks at the salon had to manually enter any visit I made since the account was unfrozen in Dec 2023. I can’t use that credit as I have no salons anywhere close and have only visited at Christmas to see my kids the past 2 years. Thus issue that I have is I didn’t have an active account so it never should have been charged. It also proves that my credit card on file ended with **** and if they were billing **** card, it had to have been manually input to do that. Thank you. I just want the money credited back to his credit card and no store credit since I can’t use it.

  Business response

  01/03/2025

  Good Afternoon! 

  The client had a refund request for their unused services submitted as a courtesy due to the client moving to Arizona. Upon further review, this refund request was denied due to no proof of cancellation before relocation, and an electronic gift card was offered as a form of alternative accommodation due to the client frequently visiting and returning to the salon. The client has also been in correspondence with the salons upper management, where the client provided the information that she forgot to cancel before moving. A copy of her signed agreement was sent to her from the salon management along with future instructions of ways to cancel an existing membership in the future that does not include visiting the salon in person. 

  Thanks! 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We got a spray tan package, my husband and I, at the Knoxville TN. We canceled a month later, this was in May. They have continously taken money out of my account for one membership every month. I contacted then several times and they stopped taking it out every month,but then started taking it put sporadically.

  Business response

  12/09/2024

  Good Morning!

  We can see that the client successfully cancelled their membership at their local salon on 12/6/24. We will have a customer service representative contact them directly to discuss their membership, account, membership agreement, billing issues, and options regarding their unused services and accommodations for this. 

  Thanks! 

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter who had a birthday November 11 went to get her normal free birthday tan which is free went to sun tan city and was talked into getting a primmer for 10$ which was fine but instead of the person putting her free tan on she charges my card 49.00 for a free spray tan and then she went back to tan not knowing it was charged but I get a email saying it was put in as a walk in tan even thought she brought her birth certificate in because she has no ID so I went back to have them fix it and the manager tells me oh she couldn’t fix the discharge because she didn’t show her the email that said free tan even though for the past four years I do this every year no problem never received an email it was always on the account and they saw it but since the worker didn’t do it right I am charged 50$ for her inability to do her job right then on top of that if she messed up the charge for any spray tan said 8.99 why was I charged 49.00 they scammed a 17 year old kid then tried to lie about it I want my refund I was even willing to pay 8.99 if they didn’t put her free tan in but 50$ no that’s wrong and them ripping off customers I will never go back been going there for a very long time that’s insane horrible customer service and a horrible way to treat your loyal customers I think they used my email for her since she is underage it’s ******************** for ****** *****

  Business response

  11/21/2024

  Good Morning! 

  It has been documented that the clients mother entered our salon to inquire about the spray tan the daughter purchased on 11/20. The daughter went to the salon with her father and purchased a walk-in spray tan and a packet of primer. When the mother went to the salon escalated over this tan, the salon staff explained that if they knew that the client had received a birthday coupon and had presented this to the salon staff, this would have been redeemed. However, it was not. Coupons are required to be presented and requested to be redeemed by the client. Due to the miscommunication and inconvenience, the salon staff placed a complimentary session on the clients account that will not expire for two years, and informed the clients mother that if the client would like to present this birthday coupon to the salon staff, it is still able to be redeemed within a 30 day time frame from the time this was emailed to the client. 

  Thanks! 

  Customer response

  11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: actually what happened was my daughter verbally ask for her birthday tan and was never asked for a coupon as she has done this for the last three years routinely what happened was she was mischarged and this was covered up even the website says single session 30.00 why was she charged 40.00 for a walk in visit and I was not rude at the salon I simply asked what could be done after being directed to go into the salon when i called in.The person who waited on my daughter stated she said she asked for her birthday tan if now they need an email to confirm even through she brought her birth certificate as proof of her birthday because we never received a birthday tan email and never have for her as seen on her account for past years but because the employee messed up she was not charged right and noone would confirm their mistake.I would think by charging someone a price that isnt even on any site is outragous when the girl ask for her birthday tan to say i need the email confirmation not to make her think it was fine and she was only going to be charged for a primer for 6$
  
  Sincerely,
  
  ********* *****

  Business response

  11/22/2024

  Good Morning!

  Looking at the daughters tanning history, we are not seeing a birthday coupon ever being redeemed. There are only 5 tans in her tanning history with us since she was inserted as a new customer. Those 5 tans consisted of her 1st free sunless on 6/1/21, a $5 spray tan on 10/21/22, another $5 spray tan coupon on 3/13/23, an under 18 spray tan coupon on 9/29/23, and a walk in spray tan on 11/20/24. We apologize for any confusion or inconvenience. Due to this, the client has received a free all inclusive session that will not expire for 2 years, and the client may still redeem her birthday coupon when presented to the salon staff. We ask that if the client has any further questions regarding her account, she contact our client services department directly. 

  Thanks! 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/02/2024, this business charged $148 to my card WITHOUT notice. The only explanation I have received is that "it took out for 3 months" even though I called in September & told them I wanted to cancel my membership. I was told it was canceled, I checked the app and it even said "no membership found". Even if it took out for 3 months, I never received notification that my payments hadn't been going through or that there was an issue with my account. Their customer service is HORRIBLE & when I asked to speak to her supervisor she said "I am the supervisor". BEWARE OF THIS COMPANY!

  Business response

  11/04/2024

  Good Afternoon! 

  This client had two rejected payments (membership drafts for the months of September and October) that drafted with the month of November to allow the account to be back in good standing. When a clients membership payment is rejected, we send an email to inform the client so they are aware and can resolve this issue either through their online account, at their local salon, or our customer service department. When a client logs in to their online account, they can see the balance owed from a rejected membership draft attempt. Currently, we do not see any online account login activity in the months of September or October. We see that they registered their online account on 11/2 and that was their first successful log in. The client was able to speak to a Supervisor in our customer service department today, and a refund for the membership draft that was successful this month was submitted as a courtesy due to the clients escalation.

  Thanks! 

  Customer response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I never received an email notifying me that my payment was unsuccessful. I have attached ALL messages received and it was all advertisements. I never received text messages from Sun Tan City in regards to my payment being unsuccessful or anything otherwise. I was told by the Rome location that my membership was canceled weeks ago when I called because I never returned after my very first visit.  The money was taken for November as well so I've paid for all of November but don't have a membership. Meaning I was forced to pay for services I don't even have access to. 
  Sincerely,
  
  ******* *******

  Business response

  11/05/2024

  Good Morning! 

  Upon further review, the email the client has provided with their contact information with this complaint does not match the demographic information on her profile. If at any time a client receives a new phone number, address, email, etc., it is their responsibility to update this with us accordingly. If the client is stating they did not receive the email notification that their payments have been unsuccessful, this could be the factor as to why. At this time the client has requested a refund for their November payment as a form of resolution, which we have submitted as a courtesy. If they are wanting further compensation, they are more than welcome to contact our Customer Service Department to discuss this further. 

  Thanks! 

  Customer response

  11/08/2024

  
  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. My money has been refunded in full as of 11/08/2024. 
  Sincerely,
  
  ******* *******

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• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just received a call from an employee, threatening to suspend my account with Sun Tan City and accused me of stealing $4 Hair ties during my visit last week. I have never stolen anything. When I told her that and told her I didn’t appreciate Being called a thief, she hung up on me and I can access my account!

  Business response

  10/14/2024

  Good Afternoon! 

  This client has been asked to permanently seek another tanning provider from our company. When the client was informed of this over multiple interactions, the phone call had to be disconnected due to the client's escalation, vulgarness, and inappropriate behavior she was using towards our staff, both at the salon level and our corporate office. We ask this client to not return to our stores. 

  Thanks! 

  Customer response

  10/15/2024

   
  Complaint: ********
  
  I have been insulted, accused, and then  given no evidence or opportunity to prove otherwise! I really tried. Yes, I was hurt. I was shocked and I was angry.
  

  I called both parties back the same day so I could apologize for my attitude and do whatever they asked of me moving forward. I tried again two days later leaving messages for both and got no response from either one of them. 
  

  I sometimes have debilitating anxiety and suffer from depression so, conflict and confrontation is not something I respond well to. I felt awful for my behavior, I can’t stop thinking about this and just want to make it right. Ive been in tears for days trying to create a scenario in which I took something without paying. I have gone so far as to check my belongings to make sure I don’t have the merchandise they allege I took. I don’t. I have a yong child and do nothing for myself other than tan about once a week. It is my ONLY outlet. Sun tan City has the monopoly in my area and being refused service from them greatly affects my overall sense of self, I ask them to PLEASE recinsider and allow me to do what they ask in order to use their services. I desperately need it. This is causing me far more negativity and hurt than a few  words ever could. I am very sorry. Please help me. 

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

  Business response

  10/15/2024

  Good Afternoon! 

  If this client would like to discuss their account once more, they are more than welcome to reach out to the Sr. Management number that has been previously provided to them. 

  Thanks! 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of Sun Tan City for many years. On October 1st I attempted to freeze my account which costs $104 a month. On October 3rd they proceeded to charge my bank account for the full $104.39 for the entire month of October which also resulted in a $35 overdraft fee to my account. I emailed them asking for a refund which they refused. I then asked them to cancel my account with no response. I emailed them again to cancel my account. After leaving a review on their social media they responded with the cancellation. I still was not refunded any of my money. If there were anything stating that it had to be before the first of the month I do not remember signing it. Also it would have been years ago that it was signed and would surely have to be updated every so often. It was the 1st day of October and I would like a refund. Or at least a partial refund for the other 30 days of the remainder of the month

  Business response

  10/11/2024

  Good Afternoon! 

  Unfortunately, a monetary refund was denied due to the client cancelling after the 1st of the month which is when our memberships draft. Any membership adjustment will need to be conducted prior to the first to avoid being charged for an additional monthly payment. Looking into the clients account, they signed up in May 2024 and signed their membership agreement which includes the cancellation process. We will have a customer service representative reach out to the client directly to discuss alternative accommodations and potentially a refund request that will be reviewed as this is the client's first monthly membership with us. 

  Thanks!

  Customer response

  10/14/2024

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

   

  I was trying to to respond to the business response and somehow was cut off. Sun tan city responded that I joined in 2024 which is not correct. The membership was upgraded at that time I was not notified that I had to freeze or cancel by the first of the month. They also stated that I did not freeze before the first of the month but I actually froze it on the first. The response says they draft payment then but payment was not drafted until the 3rd which was 2 days after I had frozen my membership. This is just pure greed and I would appreciate a refund that they took out 2 days after
  

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

  Business response

  10/14/2024

  Good Afternoon! 

  We understand that the client is stating that they were drafted on the 3rd, however, our membership draft process starts on the 1st of every month. Any client who conducts membership adjustments after the 1st will be drafted for the renewed month. We have attempted to contact the client to be able to place a refund in our system as a courtesy, as there is additional information we will need from the client to do so. 

  Thanks! 

  Customer response

  10/20/2024

   
  Complaint: ********
  
  I am rejecting this response because: sun tan city stated on or before the first. I froze the account on the first. They then responded that they had issued a refund. After a few days passed I still had no refund. I had to update my card info for said refund. I did not receive a refund full or partial. I emailed sun tan city again in which they stated it could take 2 to 5 days for the bank to release the funds. Today has been 5 days so I contacted the bank a second time and they have stated there are no refunds in their system to be released from sun tan city
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I could not get a real person to cancel my account, I was told I'd have to go into the salon. The salon is out of my way and I have not used it in months but have been paying for it. I got a new debit card with a different expiration date so the payments wouldn't be taken out of my account and they'd have to cancel it. but this morning the payment that the bank had been declining went through. I did an online chat and they said they couldn't cancel my account because the payment was pending but instead of saving my information and canceling it when they could the lady ended the chat while I was still typing (hung up on me). This is the rudest customer service I have had in a long time. I want a refund but I would have settled for them just canceling my account. I have had other bad experiences with them like double billing because they had me set up for multiple account one time but this is the last straw when customer service doesn't even pretend to help.

  Business response

  10/01/2024

  Good Afternoon! 

  This client has had a membership with us since 2017, and has not used their services since June 2024. If the client no longer wished to tan, there would have been an option to either cancel or freeze at the salon on their last visit which was 6/29, cancel through their online app, or contact our Client Service's Department. Our agents at Client Services strongly urge our clients to either cancel or freeze through their online account or at their local salon, ensuring they obtain the confirmation via email, cancellation paper copy, or both, for their own records. Today, the client attempted to live chat to our Client Services department, where each time they were routed, they would sent a screenshot of their BBB complaint they submitted, and then end the chat. Whether this was intentional or in error, the Representative was unable to uncover the assistance that this client needed. At this time, we have cancelled the membership and have sent an email confirmation for their records. 

  Thanks! 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged thousands of dollars for an account I have attempted to cancel multiple times. I have been charged 464 dollars in the last year. Even after being told at two different stores in the area that they could not locate an account. Then when I contact the online corporate office they initially cannot locate the account initially after my husbands inquiry. I did my part and went to stores to cancel and was assured that they could not find one.

  Business response

  09/09/2024

  Good Afternoon!

  Someone who is not listed as the account holder of this clients membership reached out to our Customer Service Department regarding the charges and to initiate a membership cancellation. With them not being listed as the account holder, any membership or account information must be discussed directly with the client, or once the client gives permission for a discussion to take place with someone else other than them. We have cancelled the clients membership at this time, and will have a customer service representative contact them directly for accommodations regarding the months that they paid but did not tan. 

  Thanks! 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It appears Sun Tan City has a history from its complain of making up charges. I was charged 3 times $21.99 in less then 15days and they said was made up for months I wasnt there. Which i know is a lie because it was there app that was having the issues and triple charged me. I have called and emailed with no responses beseides the original response with the customer service rep lying on the account. They dont give customers a copy of their contract and tell them at time of signing up. It wasnt even a big deal until the rep lied to me and now I expect to be refunded $43.98 for my time and money that was stolen out of my account. I had 3 transactions on 8/21 and then a transaction on 9/1. Tried resolving several times from 8 8/21-9/1. My account was also on hold so i know for a fact I shouldnt have been charged for previous months either

  Business response

  09/09/2024

  Good Afternoon! 

  This clients July and August payment failed to process, placing a balance owed for two months of $21.99 at a total of $43.98. The client paid one month due on their online account at $21.99, then went into the salon the same day and paid the remaining $21.99 balance that allowed their payments to be caught back up and their account in good standing. This was conducted on 8/27. On 9/1 (Our memberships payments process the first of every month) the client was then drafted for September. On 9/3, the client reached out to our customer service department, and due to the client paying the balance due for two months that they did not use the services, the customer service representative extended their draft date to 11/1/24 to make up for the months that they paid but did not tan. 

  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. ↩