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 has 144 locations, listed below.

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  Sun Tan City

  101 Catalog Dr Elizabethtown, KY 42701-4036

• 

  Sun Tan City

  106 W. John Rowan Blvd Bardstown, KY 40004

• 

  Sun Tan City

  644 Bypass Rd Brandenburg, KY 40108-1730

• 

  Sun Tan City

  3003 Charlestown Crossing New Albany, IN 47150

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  Sun Tan City

  2441 State Street #7 New Albany, IN 47150

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:09/06/2022

  Type:Product 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.

  09/01/2022 $79.99 I got a membership at Sun Tan City in August for my birthday and they told me that if I bought the most expensive one which was $59.99 a month that I can cancel at any time and I chose that one because I wasn't sure if I was going to like the spray tanning and I went there like four times and it made my Eczema really bad and it was making my skin raw where the eczema was. I uploaded a picture and there's some scarring left. And way before my next payment date I canceled my membership with them because of that and they told me thank you and we are sorry to see you go. And then this month they took out $79.99 and told me that I signed a form stating that they can take out $79.99 for a fee for canceling when I was not told that. The form that I signed that the girl told me was so that way I can get my membership card and so that way they have me on file she didn't State any of what the manager told me and I talked to the manager and she talked to her district manager and they're refusing to give me my money back and wanted to give me in-store credit but I'm not wanting in-store credit because I will not be going there anymore because of how bad it made my Eczema and they're refusing to give me my money back and I even told her that none of this was told to me. And my ********* was sitting right behind me with our ******** and he heard everything the girl was saying she was skinny with long brown hair and big glasses and when I told the manager everything she told me all she said was oh well she should have told you what the membership thing that you signed was and that she would talk to her employees about how to talk about what you're signing and they are refusing to give me my money back even though I canceled my membership with them and only wanted to give me in store credit and all I want is a refund and to get my money back. I feel like I was takin advantage of and used and that's not a good feeling especially when it's coming from a business.

  Business Response

  Date: 09/07/2022

  Good Afternoon! 
  
  This is a BBB response to Case Number *********, for ******** ******* (********). ******** signed up for her membership in August. She signed the membership agreement stating that she must fulfill one full automatic payment of her membership to be eligible to cancel, or freeze. With her signing up in August, this made September 1st her first drafted payment, as all of our memberships draft on the 1st of each month. She spoke to upper salon management of her local salon on 9/6, where she was explained in detail that a refund for September would be denied as it was a required payment, and she signed an agreement stating she agreed to the terms and conditions. The salon management did extend their apologies for any confusion she may have had, emailed her a copy of her agreement, and cancelled this for her while she was in the salon that day. To remain consistent with our policies and procedures, a refund for September has been denied due to the signed agreement we have on file. 
  
  Please let me know if you have any questions. 
  
  
  Thanks! 
  
  ***** ******** 
  Client Services & E-Services Manager 
  

  
  

• Initial Complaint

  Date:07/28/2022

  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 to Sun Tan City to have a spray tan. My skin had light blotches, dark blotches, or was not covered at all. I have been asked by others what happened because I look as though I might have a skin concern. I have been working for days, using home remedies, trying to wipe the tan off.

  Business Response

  Date: 08/01/2022

  This is a BBB response to Case Number ********, for ********* ****. ********* purchased a spray tan visit through her online app and proceeded to redeem this the same day at her local salon. ********* has spray tanned with us in the past, and when doing so she purchased products that are intended to prep/prime her skin for the spray tan, as well as prolong the life of her tan. Her sales history does not show she used these products for the spray tan she did on 7/25. These products are always recommended to receive the best results possible. We have placed an all-inclusive complimentary session on her account at no cost that will not expire for two years, and an agent from our Client Services Department will be reaching out to her to discuss her spray tan results further to gain more information on whether it is needed to send this to the salon for inspection of the booth she used. We apologize for any inconvenience this has caused and the free session we have given her is for any UV Bed/Spray Tan she would like to do. 

  Please let me know if you have any questions!

  Thanks! 

  ***** ******** 

  Sun Tan City

  Customer Answer

  Date: 08/04/2022

  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.
  
  

  I did all that I was told, got out of the spray tan bed and was soaking wet. I dried myself with paper towels, dressed and went to talk with the receptionist. No one was at the front desk, so I waited about 3 minutes. Still no one showed, so I left thinking this must be okay. It was streaked and I am still trying to erase it. I am a teacher and have had to explain my situation with parents so they wouldn’t be concerned about their children and my skin concern. When I spoke with friends about the situation they would say, oh you must have gone to Suntan City. Four people said that and so I felt it was my place to report the poor service. 
  
  
  
  Regards,
  
  
  
  ********* ****

• Initial Complaint

  Date:07/25/2022

  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 did a membership. When I went into the store to cancel the membership the lady told me she had me canceled. They never canceled it and kept charging me for a few months. When I went back in they would not refund my money, but gave me a gift card. I was canceling due to I did not want to keep going there, but they give me a gift card to keep going. I really just wanted my money back.

  Business Response

  Date: 07/25/2022

  Good Afternoon! 
  
  This is a BBB response for Case Number ********, for ***** *******. ***** signed up for her membership on 4/4/22. I have attached her membership agreement that she signed stating she understands and agrees to the terms that all memberships must be cancelled before the first of the month, and they are open ended meaning they will renew each month unless it is cancelled. When ***** reached out to our Customer Service Department, she was unable to provide proof that she cancelled. We do not refund unused services, and with a signed agreement on file and no proof of cancellation, we offered ***** an alternative accommodation of in-store credit for the months she paid but did not tan. ***** has since then already used this gift card in the salon on 7/22 for additional services/products. 
  
  Please let me know if you have any questions!
  
  Thanks! 
  
  ***** ******** 
  Sun Tan City