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

  2300 Bardstown Rd Louisville, KY 40205

• 

  Sun Tan City

  3830 Ruckriegal Pkwy Louisville, KY 40299

• 

  Sun Tan City

  187 Adam Shapherd Pkwy Shepherdsville, KY 40165

• 

  Sun Tan City

  5016 Mud lane Louisville, KY 40291

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:03/06/2023

  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 have been a loyal customer to Sun Tan City for YEARS. I actually am a former employee and used to work there a few years ago. I had decided to get a membership (Fastest) and the amount did come out of my account each month as it was supposed to. I went to freeze my account once I was done tanning for awhile and it was a hassle. We went through the process and I was told that my account was froze. Only to see the full amount was still being charged to my bank card even after freezing my account! And my $5/month for freezing it was never accredited back to my account. I had called corporate numerous times but I received no satisfaction from customer service. I hate to complain but being a loyal customer for years and having STC Corporate customer service fail me is very disappointing. I’ve never had such issues with Sun Tan City in the past. Please contact me at your earliest convenience! Thank you, ***** *. *********  Charged $74.19 on 07/01/2020 Charged $133.55 on 07/11/2020 Charged $57.99 on 07/11/2020

  Business Response

  Date: 03/13/2023

  Good Afternoon!

  This is a BBB Response to Case Number ********* *** ***** ********** ***** has not tanned with us since 2020. Upon reviewing the clients account, there was not a freeze placed on the clients account. Instead, this was terminated out due to a series of failed payments. The $5/month freeze credits ***** is referring to is not able to be applied to her Sun Tan City account, because there were never any acquired. Therefore, she cannot get something back that she was not charged. The only record we have of ***** reaching out to our Customer Service department was on 2/6/23 to verify if she still had a membership (she did not, as it had been terminated for nearly 3 years) and to reset her password to her online account. Since this membership has been terminated for almost 3 years, ***** is able to sign up for a new membership with us if she wishes to resume tanning, and we look forward to seeing her soon! 

  Please let me know if you have any questions! 

  Thanks! 

  Customer Answer

  Date: 03/18/2023

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

  I actually have been talking to somebody through the official sun tan city account on twitter. They were able to confirm some of the charges I was curious about but they told me that the charge for $57.99 was not reflecting on my account for anything but was a completed payment and to send a bank statement which I have done. Can you tell me just what the $57.99 charge was for??

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

  Business Response

  Date: 03/20/2023

  Good Afternoon! 

  Upon further review of the screenshot you provided of a transaction of 57.99, we are not able to locate this transaction on our end. If you could send us in a running bank statement showing this was a charge from Sun Tan City, we will be more than happy to investigate these charges further. Please contact us at ************ to speak with a Customer Service Representative who is eager to assist you further! 

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In October 2022 I explained to the employee that I wanted a tanning membership for the month of October ONLY. I have since been charged $87 the last five months and I am just now realizing it. Upon attempting to get my refund, the company could not issue it because all of their servers were down, and the managers could not issue the refund on their end. This company does not send any transaction receipts to email or copies of documents with detailed explanations of charges. They have it in their system but they do not give the customers a copy with their transaction. With other companies that I have automatic transactions with, I am delivered a copy of a receipt to my email or via text message and have never had an issue such as this. If they are going to do this to people, they need to change their system, but unfortunately for them, that would mean they wouldn’t be able to rip off as many people, and refuse to give them a refund.

  Business Response

  Date: 03/13/2023

  Good Afternoon! 

  This is a BBB Response to Case Number ********* for ***** ******* ***** signed up with us for a Flex Membership on 9/20/22. With our Flex Memberships, one full months automatic drafted payment is required before being eligible to cancel or freeze. In ******* case, this would have been Octobers payment set to draft on 10/1. Our memberships are open ended, meaning that to stop the automatic drafted payments, a cancellation or freeze must be performed on the account. Unfortunately this was not conducted by the client. Client's are also able to request a paper and emailed copy of any receipt or document we have before and after they sign. As a courtesy, we have submitted a refund request to be reviewed by the appropriate management for ******* unused services. Her membership is cancelled at this time. 

  Please let me know if you have any questions! 

  Thanks! 

  Customer Answer

  Date: 03/13/2023

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

  
    When transactions are made monthly on a persons account, the account information should be UPDATED including email, address, etc so transaction receipts can be received by the customer so they are aware of charges for monthly services, in this case, email. In my case, that was not done so I had no idea this had been going on for so long. In fact, the email they had in there was from 15 years prior and is no longer active/used as I have been a customer for that long or possibly longer. Please educate your staff on the importance of updating customers information for transaction purposes. 
  Sincerely,
  ***** ******

  Business Response

  Date: 03/16/2023

  When transactions are made with us, a paper copy along with an email confirmation are able to be sent upon request. When signing a membership agreement with us, these are able to be printed and emailed as well. Once our membership agreements are signed with the clients signature stating they agree to be automatically drafted for the monthly membership they chose to sign up for, and that they are aware these are open ended meaning a cancellation must be manually performed if you no longer wish to use the services, we do not send email confirmations for each drafted process. In ******* original submission, her resolution request was to have a refund for her unused services. As a courtesy for any miscommunication and inconvenience, she was successfully refunded $439.95. If this is still not satisfactory to *****, a Customer Service Representative would be happy to assist her further. 

   

  Please let me know if you have any questions! 

   

  Thanks! 

  Customer Answer

  Date: 03/16/2023

  
  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. However I cannot be sent transactions when the email is not the correct one and that is to be expected when you are charging someone’s account monthly. One shouldn’t have to ask.  The way you do business is shady and I will not be coming back. As a business, you have to hold responsibility to keep your customers. All this small print and little rules that are not made known to customers is a turn off. Be transparent and send receipts and update emails. Simple as that. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair 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 in on 2/28/2023 and told them I wanted membership cancelled they were supposed to cancel it but they didn’t cause I got charged 109.99 and that made my account go negative. I’ve reached out in several email about the issue and trying to get my money refunded and have not heard a single word back. I’ve called and they wouldn’t do anything over phone for me. I don’t have time for that as I work a full time 50 hrs a week job. I’ve tried the chat but the number they give goes to voicemail mail. Please help get my money refunded back into account. Thanks **** ****** ************

  Business Response

  Date: 03/13/2023

  Good Afternoon!

  This is a BBB Response to Case number ********* *** **** ******* **** signed up for a Flexible, Monthly, Fastest Level Membership. With our Flex Memberships, you are not eligible to cancel or freeze until after you have fulfilled one fully automatic drafted payment. In this case, ****** first drafted payment (and only required payment) was set to draft on March 1st. Our system would not have allowed for **** to cancel in the salon as she had not fulfilled her first drafted payment. We have cancelled the monthly membership and sent an email confirmation to the client. We have also submitted a refund for the month of March as a one time courtesy. 

  If you have any questions, please let me know!

  Thanks! 

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair 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.

  January 14th, 2023 myself & a ******** were working out of town in ********. We thoroughly explained that we just wanted to pay to tan for the 3 weeks we were their. No questions were asked except for 1 & that was wich bed did we want. The lady ran my coworkers card & the lady said there wasn't enough money on it, saying there was 48$ left on it. I offered to pay for my coworkers on my card. After tanning I purchased a foot soak. The lady told me it was 7.99. Didn't get a receipt for this. The next day I looked on my online banking & was charged 16.45. My ******** looked on her statement & was charged the 48.$ that the lady said declined. I called the corporate office immediately requesting a refund for everything. My co worker did the same as well being she was charged when she wasn't suppose to be. They have denied giving back our money to us. So they got her 48$, they got my money for 112 plus 16.45$ that was suppose to be 7.99. I'm very unhappy with this place. One more thing, my ******** & I both wanted the same thing, but she somehow got signed up on a contract without being told & I wasn't. How does this happen?

  Business Response

  Date: 02/13/2023

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

   

  Good Afternoon! 

   

  This is a BBB response to Complaint ID ********* *** ******* ******** ******* signed up for one of our Flexible Memberships on 1/14/23. With these memberships, you pay a prorated amount for the rest of the month, and then you must fulfill 1 full automatic drafted payment before you are eligible to cancel or freeze. Her purchase in the salon on the 14^th included her membership startup cost at 56.20, along with her purchase of a product in the salon at 16.45, making her total for the day 72.65. On the 14th, she tanned in a Faster level bed worth $17.96 after tax, and an Instant bed worth $41.91 after tax. She has not tanned since then, because after speaking with a Customer Service Representative, her membership was terminated early for her without the 1 full automatic payment due to Client Satisfaction. Unfortunately, ******* is not eligible for a refund as she used more services than she paid for, and we terminated her membership early as a courtesy in hope to accommodate for any confusion there may have been, as we do not offer 3-week packages. 

   

  Please let me know if you have any questions! 

   

   

  Thanks! 

   

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

  Business Response

  Date: 02/13/2023

  From: ***** ******** <**************@**************>
  Date: Mon, Feb 13, 2023 at 4:27 PM
  Subject: Case Number ********
  To: Better Business Bureau <********************>

   Good Afternoon! 

  This is a BBB response to Complaint ID ********, for ******* *******. ******* signed up for one of our Flexible Memberships on 1/14/23. With these memberships, you pay a prorated amount for the rest of the month, and then you must fulfill 1 full automatic drafted payment before you are eligible to cancel or freeze. Her purchase in the salon on the 14^th included her membership startup cost at 56.20, along with her purchase of a product in the salon at 16.45, making her total for the day 72.65. On the 14th, she tanned in a Faster level bed worth $17.96 after tax, and an Instant bed worth $41.91 after tax. She has not tanned since then, because after speaking with a Customer Service Representative, her membership was terminated early for her without the 1 full automatic payment due to Client Satisfaction. Unfortunately, ******* is not eligible for a refund as she used more services than she paid for, and we terminated her membership early as a courtesy in hope to accommodate for any confusion there may have been, as we do not offer 3-week packages. 

   

  Please let me know if you have any questions! 

   

  Thanks! 

   

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

  Client Services Manager

  Sun Tan City | ************

  **************@**************

   

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair 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 for a month to month program because the employee said I could get a cheaper rate when the birthday bash comes and that my account would end each month and I had to renew it. I was charged at the begining of February and charge more than than plan was. I called and they said they couldn’t refund but could apply for a refund but it would probably be denied. I was not supposed to be charged again Accor I g to what I was told at the London Ky sun tan city. I have been a long time client but can’t currently tan on advise from my Dr but they charged me anyway l. Just very dissatisfied with the customer service I received and think it was deceptive practice on what they did.

  Business Response

  Date: 02/08/2023

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

  Good Afternoon! 

   

  This is a BBB response to Case Number ********* *** ******** *********** ******** signed up for a Flexible membership on 1/10/23. When you sign up for a Flexible membership instead of a Stay & Save Commitment membership which ******** has also had in the past, you pay a prorated amount for the rest of the month and after one full automatic drafted payment, you are eligible to cancel or freeze. February was a required payment, and after ******** spoke to our Customer Service Department, she was assisted with cancelling the Membership. As a courtesy, we have submitted a refund request for February's draft due to medical reasons. 

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

• Initial Complaint

  Date:02/06/2023

  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.

  Business has drivers license and personal info on file I asked to be purged and emailed that it was completed due to identity theft issue and the fact I own several businesses. My bank was compromised. They gave me total run around.

  Business Response

  Date: 02/08/2023

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

  Good Afternoon! 

   

  This is a BBB response to Case Number ********* *** ****** ******** When ****** expressed her concerns about having her personal information on file, our Customer Service Department attempted to contact her to gain more information and explain that she cannot be removed from our system if she is still tanning. We have been unsuccessful with getting in touch with her. In the meantime, we have removed her email and phone number from her STC profile. In conclusion, if she wishes to use our services, she cannot be purged from our system. Sandra's most recent tan was the same day she submitted this complaint/concern. 

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  Customer Answer

  Date: 02/14/2023

  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.
  
  No one has attempted to contact me from Tan city or Glow Brands

  *****, I am no longer tanning at your facilities due to the fact you require drivers license info.
  I own two businesses and have had my personal information hacked. Your staff is unprofessional
  and I do not feel comfortable with your facility in possession of my information. I made that clear I would not be returning when I left. Please send an email assuring all my data, including my driver's license information, is purged from your system. 
  
  Regards,
  ****** *******

  Business Response

  Date: 02/14/2023

  Per the client's request, we have purged all of ******** information from our system. An email confirmation will be sent to her shortly. If she wishes to use our services again in the future, she must be re-inserted and present a valid ID when doing so. 

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 January 20th, I went into Sun Tan City unaware what I was getting myself into. I have only ever gotten a few Spray Tans from there from time to time and did a promotion of theirs where you could tan in each level of tanning bed and a spray tan for a certain price. I went in not knowing anything about the memberships they offer. I believe I was given very confusing and misleading information. The whole time I was under the impression I was agreeing to a MONTH only (no commitment) when in reality it was a 12-month commitment. I was not given a contract to read at that time, I was only told to sign my name on the electronic pad. I was expecting the monthly-commitment price to be drafted from my account; instead I noticed it was the 12-month commitment price. Now I find out that I am stuck in a contract that I did NOT want. I am now aware they can put a “freeze” on my account or require me to pay in full for the whole year, but that does not work for me. I want what I originally intended, which was to pay for a month only – no commitment. I am still willing to be a paying customer to Sun Tan City, I enjoy their tanning. But I cannot be in a 12-month commitment, when this wasn’t the membership I was agreeing to. I would like this to be resolved and my membership moved to a month-no commitment.

  Business Response

  Date: 02/07/2023

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

  Good Afternoon!

   

  This is a BBB response to Case Number ********* *** ******* ******. As a courtesy, we have cancelled ********* Membership with us now that she has paid for one full month. She can tan the rest of this month and will not be drafted for March. 

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

  ***** ********* ****** ******** ******** *** *** **** * ************* ***************************** *
  The contents of this email should be considered confidential. This message is only intended for the specified recipient(s). If you received this message in error, please delete it immediately.

  Customer Answer

  Date: 02/07/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
  

  ---

  
  
   
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair 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.

  Sun Tan City has deceptive advertising that is unfair to consumers. I signed up for a '6 month commitment' in a salon and was informed my commitment would be satisfied after 6 months by an associate. I was asked to sign an electronic pen pad with a back screen and was only told my signature was committing to the 6 months and authorize payment monthly. I was not offered or mailed a copy of the agreement. Contacted the company via their chat feature and was informed the agreement I signed was open-ended and payments would continue past the 6 month commitment I agreed to. I have now cancelled this agreement, however my account was debited months beyond my intended commitment. By not disclosing this to your clients and not providing a copy of the agreement the company is engaging in unfair and deceptive practices against consumers.

  Business Response

  Date: 01/13/2023

  --

   

  Good Afternoon!

   

  This is a BBB response to Case Number ********* for ***** *******. ***** was able to successfully cancel her 6 month commitment membership through her online app. All of our memberships are open ended, and this is stated in the membership agreement she signed at the time of sign up. All clients are eligible to request a copy of the agreement both before and after they sign. Our memberships are open ended, meaning clients will have the ability to cancel of freeze their membership after their commitment has been fulfilled or if they wish to continue tanning with us longer than 6 months or the commitment time frame, they have this option. We have submitted a request for ***** to receive in-store credit for the months she paid that were out of her commitment for her to use at a later time, and she will not be drafted further. 

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  Client Services Manager

  Sun Tan City | ************

  *****************************  

  
  The contents of this email should be considered confidential. This message is only intended for the specified recipient(s). If you received this message in error, please delete it immediately.

  Customer Answer

  Date: 01/17/2023

  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.
  
  Business failed to address that the employee stated I was just signing for the payment draft and not an agreement, signing a blank electronic pad is deceptive and company should be required to provide a copy of the agreement. I do not plan to use a store credit or give this company additional business. Judging by the number of complaints and negative reviews, it is clear this business does not care for consumers. 

   

   
  Regards,
  
  ***** *******

  Business Response

  Date: 01/25/2023

   

  Good Afternoon! 

   

  This is a BBB Response to Case Number ********* for ***** ******** As a company, we are eager to assist our clients in any way that we can, while maintaining consistency with following our policies and procedures. We understand that *** ******* is stating we failed to address that an employee stated that she was signing for the "payment draft and not signing an agreement", however, this is solely what the agreement is. The Agreement is stating that you not only authorize the charges to be drafted each month, but are understanding of the terms, conditions, the additional charges such as state taxes, when you are eligible to cancel, and that our membership drafts are open ended meaning that once your required payments have been fulfilled, the membership will continue to draft unless a cancellation has been processed by the client either in the salon or on their online account. Any client may request a paper copy, or emailed copy of the agreement both before and after they sign. To accommodate Erica, we will have a Client Serivces Representative contact her directly to discuss alternative options in hope to have ***** back with us again in the future. 

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  ****** ******** *******

  Sun Tan City | ************

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

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 started what i thought was a monthly payment plan back in August 2022. Even asked the front staff for a monthly due to not wanting to commit to a full year. I used the membership for two months then kept paying til December when i wanted to freeze my account. My December payment came out and i thought everything was frozen. I got a charge a month later in January for my monthly charge. I contacted support for a refund only to be told my December payment was rejected, and the payment that came out in January was for December. Why would the payment be processed a month later? I informed support to just cancel my membership due to the hassle. I was told no that they did a courtesy freeze for me, and even if i cancelled my membership i was still going to be charged for the full amount. I would like a refund and my membership canceled.

  Business Response

  Date: 01/10/2023

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

  Good Afternoon! 

   

  This is a BBB response to Case Number ********* *** ******* *****. This client signed up for a 12-month commitment on 8/2/22, meaning she would be with us for 12 consecutive membership payments. On December 1st, she reached out to our Customer Service department and was frozen within her agreement as a courtesy with the understanding that when she unfroze and resumed tanning, she would need to fulfill the remaining required payments within her agreement. Since she froze on the first and not before the 1st, her December payment drafted as all of our memberships draft on the 1^st of every month. Her December payment was not successful, placing a balance on her account of $65.59. To freeze your account in place of cancelling, this is $5 a month which you will get back as in store credit at the time of unfreeze. With the balance on her account, this processed with her $5 freeze payment. When she returns to tan, we will be happy to accommodate her with an extension for the month of December since she chose not to tan but did pay for the services since this was a required payment. Her membership remains frozen per her request when coordinating with our Customer Service department. 

  Please let me know if you have any questions!

  Thanks

   

  Paige Merciers 

  Client Services Manager 

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

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

  Customer Answer

  Date: 01/11/2023

  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.
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** ***** I thank you for your timely responds, however i feel my request of cancellation and return for the month of December is fair. With the lack of full explanations of the contracts from employees and the constant inconsistencies with payment issues, this is a company i do not feel comfortable returning to in the future. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/12/2023

  Good Afternoon! 

  This is a response to BBB Complaint ********* *** ******* ****s. She has informed us that our response is not satisfactory and is requesting the cancellation of her membership and a refund for December. In hope to keep Mrs. ***** as a future client, we have accommodated her requests. Her membership is terminated and a refund for the month of December has been submitted. 

  Please let me know if you have any questions! 

   

  Thanks! 

  Customer Answer

  Date: 01/13/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ******* *****
  
  

  ---

  
  
   
  

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising 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 have been a member for many years and recently was told no more tanning. I usually do a spray tan only anyway so I looked into packages for one spray tan a month which I found but when I tried to purchase was told I’m too old? This package is only for 18 and under which seems to be age discrimination.

  Business Response

  Date: 01/03/2023

   

  Good Afternoon! 

   

  This is a BBB response to Case Number ********, for ******* ********* We are grateful that for several years, ******* has chosen Sun Tan City as her tanning provider. We trust that ******* knows that with our company offering a unique membership only to minors that navigate through obstacles to tan, such as continuously updating consent forms, abiding by their states UV tanning laws/restrictions, etc., that this is not the company telling her "no more tanning". Our special U18 memberships are exclusively for minors, as sunless tanning is a service commonly purchased that offers less obstacles to receive the tan they are looking for. We apologize for any frustration this may have caused, and hope this sheds some light to the convenience our tanners that are over 18 have, that our minors do not. We have given ******* an Inclusive Sunless session that will not expire for two years, and we hope to see her soon!

   

  Please let me know if you have any questions!

  Thanks! 

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

  Sun Tan City | ************

  
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