ComplaintsforSun Tan City

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Out of the blue after having an account to the website not a membership it says I owe $1000.00 with no explanation I tried talking to customer service they are rude and give me the run around and refer to Accounts payable they never answer their phones

  Business response

  09/03/2024

  Good Morning! 

  Due to a series of events that have occurred within our salons and the multiple identities this client attempts to present themselves as, we have asked them to permanently seek another tanning provider. The $1,000 balance is to show the salon staff that this is a closed account (the balance is also on the other multiple accounts they have made), and that it will not be reopened. We have also terminated the clients online account at this time. 

  Thanks! 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in April of this year I joined Sun Tan City for a month to get a preliminary tan for an upcoming vacation. They took my credit card number and assured me that I would not be charged beyond the period I requested. It is now August and upon looking at my credit card statement I have noticed that they have been charging me $71 all along. I informed them when I would no longer be using their services and they knew why I was there to get a pre tan. But unbeknownst to me they have been charging my credit card $71 a month every month since. They need to credit my account for the 3 months that they have been taking money from my credit card fraudulently. I am requesting your help with this. **** *******

  Business response

  09/03/2024

  Good Morning! 

  We do not offer a 30 day guest pass at the location this client tans at, and in place we have open-ended recurring monthly memberships. Due to the circumstances and this being the clients first membership with us, we have submitted a refund for the clients months they paid but did not tan, even though we typically do not refund unused services. The clients membership has been cancelled, and they will not be billed further. 

  Thanks! 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I froze my account with this salon in 2022. In June of 2024 they began drafting $51.99 monthly from my checking account/debit card. I did not notice this until July 2024. I immediately called to question these transactions and was told I needed to wait for the payment to post on their end (even though it was posted and drafted from my checking account.) Each time I called, I was given a different answer. I requested to speak to a supervisor and was refused. I contacted the local salon where I established a membership over 10 years ago, the lady I spoke with contacted customer service and I was told to wait until the August payment was posted and to call back to request the refund. I attempted this more than 3 times. However, each time I called to make the refund request, I was provided with a different answer. Ultimately, they refuse to refund the charges. First, I was told that there was a computer glitch and that once the payment was posted, I could request a refund for all 3 months, then I was told that the freeze automatically falls off after 12 months, and once the payment was posted I could request a refreeze and refund. I believed that to be inaccurate, as my account was frozen for well over 12 months. I asked for proof of documentation that showed I agreed to the terms of the current membership and pricing, yet noone could provide me with any signed documentation and the supervisor refused to speak with me. When I called today, the representative told me that my account was noted to not offer any refunds and not to transfer to a supervisor. I have exhausted all attempts to receive the refund . They have offered me an instore credit of 103.98, which isn't going to benefit me as I do not intend on visiting the salon again. I want a refund of the $155.97 in charges that were wrongfully drafted from checking account without my permission. for services that I did not receive.

  Business response

  08/22/2024

  Good Afternoon!

  This client froze their account on 10/10/2022, and then unfroze on 5/30/2024 through their online account. Unfreezing will instantly make the membership active so the client is able to tan, and the monthly drafts will resume the next 1st of the month. The client then contacted our Client Services Department on 8/6, and we informed them that we would submit a refund request as a courtesy, but their payment for August would need to post on our end and reflect approved before we were able to proceed. The client has referenced that the payment had posted, and they may have seen the charges on their end, but the payment did not officially post and confirm the payment collected on our side until 8/10/24. We were unable to continue with the request due to us not having a confirmed refund method, and when the client reached out to us on 8/20/24, they accepted a Glow Card, which is a gift card for instore credit over a monetary refund. However, per the clients request within this complaint, we will be refunding the months that withdrew from her billing information that is attached to the membership for the months that she paid but did not tan. This is for the months of July and August in a total of $103.98. When the client unfroze in May, their freeze payments that they have been contributing to in order to keep their membership frozen ($5 a month) was immediately placed as a credit to their Sun Tan City account once they unfroze. The total was $95, and June's membership payment was pulled from this credit. We have added the credit back so the client will have access to the $95 freeze credits the next time they tan. We will also be emailing the client a copy of their signed agreement per their request. 

  Thanks! 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sun Tan City tells me I must come to their location in person to cancel my account. I know that doesn't align with law. I seek their acknowledgement of that in writing.

  Business response

  08/12/2024

  Good Afternoon!

  Sun Tan City does not cancel clients over the phone for typical cancellation requests and we ask that they visit their local salon to do so, so they are able to obtain a hard copy of their cancellation confirmation. If they are not able to visit their local salon, there is also an option to cancel through their online account. 

  Thanks! 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Suntan City regarding an incident that occurred on 7/26/2024. On that day, I thought I had accidentally taken a package of lotion without paying for it. I immediately informed the lady at the call center Suntan City, only to later realize that I had indeed paid for the lotion in question. I have proof of payment on my bank statement, showing that I paid $18.01 at Suntan City store 0008. Despite proving my innocence, I was still accused of stealing by the district manager of Suntan City. This accusation is baseless and unwarranted, especially considering the amount of money I have spent at Suntan City in the past five months. I have purchased tanning packages, teeth whitening sessions, various lotions, and have always been a loyal customer. Furthermore, on 7/29/2024, I purchased a $132 bottle of lotion without any issues, indicating that there was no intention of theft on my part. It is unfair and unjust for Suntan City to accuse me of stealing, especially given my track record as a paying customer. To make matters worse, on 7/30/24, I was hospitalized and underwent major surgery. And due to the medication I'm on, I may have initially thought I had forgotten to pay for the lotion, but I have concrete evidence of payment on my bank statement. The way I was treated during this situation was belittling and embarrassing. I would like the BBB to intervene in this matter and ensure that I receive a refund for the lotion I purchased. I believe that the store's actions were unjustified and have caused me unnecessary stress and inconvenience. Thank you for your attention to this matter I urge the Better Business Bureau to investigate this matter thoroughly and hold Suntan City accountable for their false accusations and mistreatment of a loyal customer. I demand an apology and a resolution to this issue to restore my faith in Suntan City as a reputable business

  Business response

  08/12/2024

  Good Afternoon! 

  Our Loss Prevention department has reviewed this account in detail before the account was closed, and action was taken to ask the client to permanently seek another tanning provider. However, we will be forwarding the concerns and additional information to the proper management for further review. 

  Thanks! 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have been harassing me for over 2 months. I have been tanning here for two years. And I filed a complaint online then I got a call from district manager then I was told I can’t get services there anymore if I don’t provide identification and she agreed a college is would work because I was still waiting on my ID AND but refused to compensate me the 219 dollars she took from my account but I can’t receive services. I have them college I’d now they want an givernment id too. My sister Danielle had issues here before as well. She was talked bad too for no reason. I’ve got videos of them talking ride to me. They roll their eyes and laugh at you while your asking questions they refuse ri pay my money back and won’t shut my account down so they continue to take 113 a month from my account but won’t allow me to tan. And they did my sister the same. I don’t know why they are treating us like this but I am sick of it. They need to be addressed.

  Business response

  08/07/2024

  Good Afternoon! 

  Unfortunately, it has been discovered that this client regularly uses different identities to tan under when their current account has a balance owed that they would like to avoid paying. On the most current account this client is tanning on, it is required that they bring in an ID that shows their picture, name, and DOB for confirmation that this account is actually theirs. Currently, the draft for $219.98 is pending on our end, as this is the monthly payments for July and August combined as July came back as rejected, ultimately placing a balance owed on the account that has since begun to process with August to allow the account to be back in good standing. We will not be issuing a refund, as the services were used, and there are several accounts with unpaid balances that belong to this client. If the client wishes to tan, they must present an ID that will confirm their identity. 

  Thanks! 

• 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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bait and Switch They advertise $29.99 monthly tanning. When I first went to the shop, they said that I couldn't signup for just one month, the account had to be cancelled after the second monthly charge went through. The first charge was $42.92 and they SAID* (* see note below) it included prorated 29.99, plus tax and some sort of "dues". When the second monthly charge for $43.99 hit my bank, I called to say that I had been overcharge, but they said, NO, this monthly bill included an annual fee (different than the "dues" paid on the first payment). I have cancelled my account. Instead of paying $29.99 I have paid $86.91 total. Bait and Switch! * In the shop, they do not show you the computer screen with the information; they tell you a "sanitized" version of the legal ease on each screen and then ask you to sign on a digital signature pad. They never offered to show me the screen and never gave me a hardcopy. Shame on STC!!!!!

  Business response

  08/07/2024

  Good Afternoon! 

  When this client joined on 7/2/24, he paid the enrollment cost of $10 and the prorated amount for the remainder of July. This total was $42.92. Per the membership agreement the client signed, our membership payments draft the 1st of every month, and are open ended. If he wished to not continue tanning past August, a cancellation would have needed to be conducted before 8/1. The agreement also states that the annual due that every client with a monthly membership contributes to is included in the first drafted payment. In this case for *** ******* this was included in his August payment totaling $43.99. Clients are more than welcome to request a hard copy of the agreement before signing on the electronic pad to review the terms and conditions personally in place of this being explain by the salon staff. 

  Thanks! 

  Customer response

  08/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: Their practices are purposely deceptive.
  
  Sincerely,
   ******* ******

  Business response

  08/07/2024

  Good Afternoon! 

  We apologize that the client feels this way. 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 his feedback. Feedback from our customers is always great, whether positive or negative, as it helps us to identify areas where we excel and opportunities for improvement. It is our hope that he will give us the opportunity to restore his faith in Sun Tan City. As a courtesy, for the inconvenience, we have added a courtesy session to his account that will be available to use at his convenience. In addition, we will be sure his comments and suggestions are forwarded to the proper management team.  Again, we apologize for his experience and if there is anything else we can help him with, to please let us know.

  Thanks!

• 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! 

*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. ↩