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

  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

• 

  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:10/01/2024

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

  Business Response

  Date: 10/01/2024

  Good Afternoon! 

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

  Thanks! 

• Initial Complaint

  Date:09/05/2024

  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.

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

  Business Response

  Date: 09/09/2024

  Good Afternoon!

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

  Thanks! 

• Initial Complaint

  Date:09/05/2024

  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.

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

  Business Response

  Date: 09/09/2024

  Good Afternoon! 

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

  Thanks! 

• Initial Complaint

  Date:09/05/2024

  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.

  I had recently bought upgrade points to use to upgrade to a better tanning bed and when i purchased these i never knew and was never once told and it's not posted anywhere that these points are non refundable. You also can't use them without having a tanning package. I had to move away from ********* where the tanning salon was too a town that has no suntan City to go to. I didn't renew my package because of this but still have almost all the points i purchased recently. I sent s request for a refund and keep being told im denied the refund and told i bought them a year ago. Well the ones i was inquiring about were from a little over a week ago and have no idea i had any left from a year ago. I was told by customer service that they never expire and can always be used and there is salons within 40 miles of me which isn't close enough for me to go there to take and it's not economically smart. And when i first start tanning at this location in ********* i wasn't offered to use the ones from a year ago so they aren't available to use.

  Business Response

  Date: 09/09/2024

  Good Afternoon! 

  This client purchased an upgrade package on 8/28 for the Buy $50, get 100 upgrades free. Due to the client relocating, we have submitted a refund for what they paid for the package in a total of $58.50 even though they did use some of the services that came with the package. The client has been successfully refunded. 

  Thanks! 

• Initial Complaint

  Date:09/03/2024

  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.

  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

  Date: 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

  Date:08/29/2024

  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.

  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

  Date: 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

  Date:08/20/2024

  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.

  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

  Date: 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

  Date:08/12/2024

  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.

  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

  Date: 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

  Date:08/08/2024

  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 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

  Date: 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

  Date:08/07/2024

  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.

  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

  Date: 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!