Complaints

This profile includes complaints for Sun Tan City's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sun Tan City

  101 Catalog Dr Elizabethtown, KY 42701-4036

• 

  Sun Tan City

  105 Topsham Fair Mall Rd Topsham, ME 04086

• 

  Sun Tan City

  1364 Main St Ste 10B Sanford, ME 04073

• 

  Sun Tan City

  138 Main St Belfast, ME 04915

• 

  Sun Tan City

  621 Broadway Bangor, ME 04401

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the Brownsburg store in April to start tanning. I was going to be tanning for 2 months and told the lady working there that I would not be coming back after that. I was recommended a no commitment membership that I could then cancel when I was done after the two months. I have now decided to cancel and went online only to find out that they set me up for a 12-month Commitment membership and not the no commitment membership. So now I will have to pay out the full 12 months. $38 per month, that is $380 more than I wanted to sign up for. After talking to someone online, I was told there was no way I could cancel since I signed the agreement even though it was the wrong agreement. I was also told that I have to remember the month that I made the membership and cancel during that month a year from now. If I do not cancel within that time frame, it will automatically renew without my permission and cost me another $450. The employee signed me up for the wrong membership, why can't they correct this. Once again, I was told I could cancel whenever I wanted without any issues or fees, I would just have to pay out to the end of that month.

  Business Response

  Date: 06/20/2022

  Good Afternoon! 

  This is a BBB response to Case Number ********, for ******* *******. ******* signed up for her membership on her own through her online-app for the Fast 12-Month Commitment Membership, on 4/4/22. She has spoken with Client Services and was explained the membership she signed up for and a request was put in for her to have the membership agreement emailed to her. She would have also been emailed a copy of this when she signed up online as well. As a courtesy, we have terminated her membership without an early termination cost. She will not be drafted further for this membership. I have attached her online membership agreement for review. 

  Please let me know if you have any questions!

  Thanks! 

  ***** ********

• Initial Complaint

  Date:06/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1, 2022 I went into Sun Tan City at ******** and asked to cancel my account. A lady with brown hair filled out a form. She said that since my monthly payment had not posted yet, she would fill out the paperwork and then submit it for me when my payment for May posted. I filled out the carbon copy form and she said I could tan for the month of May and would not be charged after that. I agreed that was what I wanted. In June, a payment of $111.49 came out of my account. I called and had the payment stopped. I called the salon and spoke to the manager, ***, and explained that they were not authorized to take any additional funds out of my account and explained the above. She said she would make sure it was cancelled and contact client services and issue a refund and that I didn't need to do anything. On June 14th, another $111.49 was taken out of my account. I called and spoke to the manager *** again who would not help me but said I had to call client services. She did not do what she was supposed to the last time. Client services said they could not give my money back and would cancel going forward. They were not authorized to take this money out of my account and I want a refund ASAP.

  Business Response

  Date: 06/15/2022

  This is a BBB response to Case Number ********, for ******* *********. ******* signed up for her membership on 04/03/2022, making May her only required automatic payment. ******* has stated that she cancelled May 1st, and all Sun Tan City memberships start the draft process on the first of the month. She spoke with a Customer Service Representative on 6/14/22, and was informed that without proof of cancellation, a refund for June would be denied. She is not eligible for a refund for May, as she used the services. ******* has also informed both Salon Management and Customer Service that she has disputed June's payment, therefore any refund would come back automatically denied. A Supervisor attempted to reach back out to ******* on 6/14/22 to discuss this further and she was unable to be reached. I have attached the signed membership agreement for review. The monthly membership has been cancelled and she will not be drafted further. 

  Please let me know if you have any questions. 

  Thanks! 

  ***** ******** 

  Sun Tan City

• Initial Complaint

  Date:06/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to tan for one month. I signed on a pad, no paperwork was given to me. The clerk never said it would be a reoccurring charge. STC has been charging my account $84 monthly since March and I just caught it this week when I was looking over my accounts. I was mislead when u signed up for what I thought was only one month. I went into the business and even the clerk said she mislead in the same situation prior to working with the company. I called home office and was treated rudely by the customer service representative. I asked to speak to someone higher-up and she said I'd receive a call within 24 to 48 hours. Never received a call. I called yesterday, I was told they were all at lunch and someone would call me back. Nobody called.

  Business Response

  Date: 06/13/2022

  This is a BBB response to Case Number ********, for ****** *****. 

  ****** has been contacted by Sr. Management at the Client Services Department to discuss her membership and her request for a refund. ****** sighed up in the salon on 12/6/21 and signed a Membership agreement stating she is aware the Membership is open-ended. Without any proof of cancellation and a signed agreement on file, a monetary refund would be denied as we must remain consistent with our Client's and policies. As a courtesy, we have submitted a half and half for her to receive half of her unused services as a monetary refund and the rest on a Gift Card that does not expire. ****** accepted this alterative option. I have attached her Membership agreement that contains her signature. 

  Please let me know if you have any questions!

  Thanks! 

  ***** ********

   Sun Tan City

• Initial Complaint

  Date:06/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date was May 1st, 2022 for one month only. We were charged $79.99 and the contract was to be terminated at the end of May. We had trouble with their app, which we had trouble accessing. The manager at the salon told us not to worry about it, that she would take care of it for us. Then we realized our credit card was charged again for June for the amount of $84.79 which was unauthorized. We tried calling the salon but their system always states its after hours regardless what time you call. They have refused to correct what they have done. We called our credit card company about it, they suggested we work with the salon which we tried again to the same after hours message. We eventually got in touch with the company supervisor, ****** ******** and she refused to refund our money. I had let her know to watch back the footage from the day we had signed up and she would see how long we were up at the counter and who we spoke to that day. ****** talked about how our month was pro rated even though we started the month on May 1, 2022. She also admitted that she was sure that they needed to retrain these individuals. We have since cancelled our tanning with Sun Tan City due to not getting any resolution with them and having no other choice but to cancel ourselves due to the manager the day we signed up not cancelling our membership. The only thing we wanted was one month and had we known all the trouble we would be put thru, we would have gone somewhere else or just purchased individual spray tan visits. It is unfortunate that no one at the salon answers the phone, something that to me is clearly negligent and bad business. If you sell a membership you should always be able to reach someone at the business you have paid money at. This should have been easy to take care of over the phone, but was told by the other salon across town to go in person and speak with a manager. I live miles away and that is not possible to go until we find a manager on duty.

  Business Response

  Date: 06/08/2022

  This is a BBB response for Case Number ********, for ***** **********.

  ***** signed *** ******** up in the salon on 5/1. She paid a prorated amount for what was left for the rest of the month. All of our monthly memberships must go through at least one full automatic payment before the client is eligible to cancel or freeze their account. This is stated in the membership agreement ***** signed, as she is the account holder. Specific salons with our company do not have direct lines. Any phone call would be routed to the Client Services department, which is open Monday-Friday 9am-6pm, however you can live chat with an agent Monday-Sunday 7am-10pm. If you reach Client Services after hours, it will opt a recorded message informing you of this and what our hours of operation are. ***** was able to be connected to a Client Services Representative on June 3rd to explain why a refund for June would be denied and to discuss the alternative options she has, prior to this complaint. She also spoke with Salon Management who gave a detailed break down of her membership as well. The membership has been cancelled and the account holder will no longer see automatic payments. I have attached the Membership Agreement that was signed on 5/1 for review. 

  Please let me know if you have any questions. 

  Thanks! 

  ***** ******** 

  Sun Tan City

  Customer Answer

  Date: 06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They did not provide us any information when being signed up except that the person helping the new person signing us up told us they would cancel any additional charges that would be made on my credit card.  We tried to use the app that first day and when we had trouble they offered to cancel so we wouldn't be charged again.  There calls always say that it is after normal business hours even when you are calling during the times they are open.  This is not a new complaint, as you can see many others have the same complaints we have.  Upon talking to a Manager for the company, they stated that they would have to retrain there staff as they were aware that it had not been explained correctly to us when signing up.  I would have only done individual visits if this were the case.  Why would I have paid as much for a one month spray tan, not realizing they were going to charge a second month and it costing just as much for a yearly tanning bed special they were offering.  They should give you copies of what they claim you are signing, because it is very deceptive when you are only signing a pad to only authorize a charge not signing what they claim you have signed.  We were never offered any copies of these supposed documents nor would we have signed anything they claimed was explained to us.  We would have possibly continued on with a tanning bed membership, but chose to not do business with them because of their deceptive practices.  I did not authorize to be charged anything but a single months spray tan.  I feel the only thing they could do to rectify the situation would be to refund the 2nd month they charged.  On the supposed contract ** ********* name is on that, not mine.  They have an F with the Better Business Bureau, and this is why.  Terrible customer service.  If you are spending money with a company the staff at the location should always be open to answer questions via phone, not an answering service or people trying to chat you over a computer.  Again, we have never returned to this business even though they have charged our credit card a second month.  
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:06/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When purchased the tanning package, I initially only wanted to tan for 1 month. The employee told me there was a two month minimum, so i agreed to the 2 month minimum, which would have ended in May. I looked at my bank acct today and noticed I was changed a third month. I called to cancel my package and request a refund. Manager ****** told me I can not get refund because it is past June 1st. It is June 3rd, only 2 days past the 1st of month and I have not used the tanning services since May. When I purchased the package, I was under the impression my package would end after the 2 months that I requested, and no longer be charged.

  Business Response

  Date: 06/07/2022

  This is a BBB response to Case Number ********, for ***** *******. 

  ***** signed up for her membership on 04/11/22. When she joined, she paid a prorated amount for the rest of the month, and May being her first full automatic payment, was also her only required payment. After the first full automatic payment has been met, she is eligible to cancel or freeze. However, this will not be conducted automatically. To stop any further payments, a cancellation must be conducted in the salon or on her online account, as all of our memberships are open ended. This is stated on the Membership Agreement ***** signed at the time of sign up, which I have also attached for review. ***** has also been successfully cancelled as of 6/3 and will not be billed further. 

  Please let me know if you have any questions. 

  Thanks! 

  ***** ********

  Client Services & E-Services Manager

  Sun Tan City | ************

  **************@glowbrands.com

• Initial Complaint

  Date:06/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Sun City Tan years ago, I have a health condition that makes tanning something I can never do again. I discovered that I was moved to a freeze instead of cancelling that has been charging me without my approval for 5 dollars for 30 months and now a recent charge of 25.00. I didn’t notice the 5.00 dollars until I saw the 25.00 charge. I am outraged. The company refuses to refund and no alerts that the charge is coming out of my account, no emails only marketing. I believe if you are going to bill someone you should be alerted prior so you can cancel or make arrangements before deducting funds. I spoke with the company via twitter and they said I have paid the $20 annual due every year since 2019. We are also seeing you froze your membership on 10/01/2019 through I cancelled the account online and have paid 175 dollars that should be refunded. I think it is crazy that this company requires ACH auto debit for service and this is so they can manipulate and steal money from their customers. What are you paying 5.00 for? freeze what? This is unfair business practices.

  Business Response

  Date: 06/07/2022

  This is a BBB response to Case Number ********, for ***** *****. 

  ***** signed up for her membership on 4/13/2019. She proceeded to freeze her account on her own online account on 10/18/2019. When a client conducts a freeze on their own, they will receive a detailed explanation of the benefits of freezing, how much it will cost each month to remain frozen ($5), and an email confirmation. You may stay frozen as long as you wish. This will also grandfather a client into a membership price if the monthly rates raise, and it will allow them to avoid any enrollment costs once they return. When you freeze there is a monthly $5 freeze charge in place of your monthly membership payment. When you unfreeze, you will get the $5's you paid right back on your Sun Tan City account. ***** did not unfreeze, she reverted to her online account and cancelled on 6/2/22. 

  Please let me know if you have any questions. 

  Thanks! 

  ***** ********

• Initial Complaint

  Date:06/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/08/2022 I stopped at the ********** **** Location to sign up for one month fast tan. The young lady that helped me stated that it would be $59.95 per month. She also stated that there would be a $20 membership fee. On 04/08/2022 my credit card was charged $75.74. I called and she said that it was a pro-rated amount. On 05/02/2022 my credit card was charged $92.79. I called again and the manager said that it was the prorated amount plus $20 membership fee. THIS DOES NOT ADD UP! I was in there 22 days in April at $1.99 per day = $43.78 (Prorated) and the entire month of May at 30 days @ $59.95. $43.78 + Membership Fee of $20 + Month of May @ $59.95 = $123.73. I was charged $168.53. NO ONE CAN EXPLAIN THIS TO ME!! I have tried several times for someone to help me and they just will not try. Please Help!!!

  Business Response

  Date: 06/02/2022

  This is a BBB response to Case Number ********, for ****** *****. 

  ****** visited his local Sun Tan City on 4/7/22 and signed up for the Faster Membership for 59.99 a month, not including his states taxes. When you join, there is a $10 enrollment cost. His total purchase which included his prorated amount for the rest of April (47.99), his enrollment cost (10.00), and his Eyewear he purchased (7.99), came out to be 75.74 after his state's taxes are applied, which includes both sales tax and luxury tax. Thomas' first full automatic payment for May, which was his only required payment, was 59.99, plus is $20 Annual Due making the payment 79.99, 92.79 after the taxes are applied. He was able to receive assistance cancelling his membership at his local salon on 5/4/22 and will not be charged further. I have attached his membership agreement he signed on 4/7 with his signature acknowledging he agrees to the EFT draft, Annual Dues, applicable taxes, etc. 

  Please let me know if you have any questions. 

  Thanks! 

  ***** ******** 

  Sun Tan City