Business Profile

Tanning Salons

Sun Tan City

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

105 total complaints in the last 3 years.
36 complaints closed in the last 12 months.

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Submit a Complaint

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:01/05/2024
Type:Product 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.
at the end of December 2023, I walked into suntan city to inquire about their infrared sauna services.

I asked multiple employees about the pricing for the sauna services, and i was told $60 a month.

I was fine with paying $60 a month for their sauna services, that was right in my budget.

I paid $10 for a three sauna trial period, and I loved the sauna.

Come time for membership, it was 12/30 and I signed up, I should have waited until beginning of the year, because they charged me $15 for one day (prorated)

At the beginning of January j was charged $85. I wasn't sure why j was being charged this amount. I went and asked, and the worker told me that it was all accurate. I said, I was supposed to pay $60. they told me it was actually 69.99 + a hefty luxury tax + a $10 annual payment.

Three employees were dishonest about the price. All to just get a membership out of me. I do not like dishonest businesses. if I had known from the beginning I would be paying that much every month, i wouldn't have signed up . I am seeking a full refund of $85 for an entire 1 month service I am NOT using. 100% unused service
Business Response
Date: 01/05/2024
Good Morning!
Upon reviewing ******** account, we can see that this was his first membership with us. The Spa Membership he signed up for on 12/30 was $69.99 a month. On the first full automatic drafted payment (1/1/24), the $10 Annual Due is included with the draft amount. This made January's draft a total of $84.79 with taxes. Although we have a signed membership agreement on file for him stating he agrees to the price as well as the Annual Dues that are recurring once a year as long as the membership is active, we have submitted a refund for January's membership payment. We apologize for any confusion, and hope to see ****** soon!
Thanks!
Customer Answer
Date: 01/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:01/01/2024
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 tried to purchase a single month in 2022. I was advised to sign up for a monthly membership and cancel after 2 months. They also mentioned the following month their prices would be increasing, but I would be grandfathered in with the current price I paid for. I used the service for those 2 months and then went in person to cancel, as I was moving and they didn't have any locations in my new state. I got confirmation from the front desk girl that my account had been cancelled.

Fast forward and I'm STILL getting charged for this, even after cancelling in person, and the charges are now at an exorbitant $57.99 which I did not consent to. When I try to cancel online, my account does not show an active subscription. I have been trying to close this account since March 2023 and it's now December 2023 and they have not provided any answers or refunds. There is no phone number for me to reach anyone and I don't know how to get answers or my money back.
Customer Answer
Date: 01/01/2024
Louisville St Matthews, Kentucky
Business Response
Date: 01/02/2024
Good Afternoon!
Upon further review, this client has multiple accounts with us that have been created due to the client having two different last names. The most recent, she created on 5/31/23 online. We will merge these accounts so there will not be any confusion going forward. We have terminated the membership and they will no longer be billed. A Client Service Representative is also reaching out to this client to discuss accommodations for their unused services.
Please let me know if you have any questions!
Initial Complaint
Date:10/03/2023
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 bought a year membership on 9/6. Went back the same day because my husband said he got his visits cheaper. Manager was gone. They said the manager is the only one who could make refunds. Went the next day 9/7 got the package my husband had, which was $38.31 and she stated I would be reimbursed for the previous day. Manager said she would reimburse me for $163.16. Get my card statement both are on card and called company and they stated they could not give me a refund.
Business Response
Date: 10/05/2023
Good Afternoon!
We are unable to review this clients husbands account without more information to compare which memberships they each chose to be able to explain the difference in pricing. However, looking at ********* account, a refund was submitted for the paid in full sunless inclusive membership she purchased with a reasoning of the client not being satisfied with their results. Looking at the tanning history, this was denied because this client has been a regular spray tanner with us for years, and the only services she used when she purchased this paid in full sunless membership on September 6th was the free all access pass that came complimentary with her purchase of the membership. The client UV tanned in our highest level bed 4 times before requesting a refund. As a courtesy we have resubmitted this refund request, but at the total amount of 118.17, as we did deduct the services she was able to use while the membership was still active.
Thanks!
Customer Answer
Date: 10/11/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

******* **********
Initial Complaint
Date:09/27/2023
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 membership at Sun Tan City in Ankeny in April 2022. I used a gift card (from over charge mistakes from 2022) to pay for my membership. For the month of April, my gift card was charged. The month of May was then charged to my credit card even though it was supposed to be charged to the giftcard that still had over $120 of mistake money. I canceled my membership the last day that I tanned in May 2023. My credit card was then charged for the months of June and July even though I had canceled my membership in May. I called in July and the customer service representative said she would only refund me for the June and July months since it was their employees mistake that the membership was not canceled when I asked in May. By August, I still had not received a refund. I called Sun Tan City again, and they would not answer any of my questions. I contacted my credit card company and started a dispute against the 3 charges. Sun Tan City fought my credit card company and said that I did not have written proof of the cancelation. I have tanned for many years now and the only proof of cancelation I have ever received has been verbal. The two employees that were in the store when I canceled my membership in May both confirmed the cancelation the last day I tanned. My credit card has now reinstated the 3 charges. While the May 2023 should have been charged to my gift card rather than my credit card. I understand why I might have to pay that fee. Once again, I canceled my membership in May and did not tan in June and July. I have absolutely no idea why I should have to pay for a service that I did not use and that I was charged for due to an employee's negligence. I tried to call Sun Tan City once again last week, and they refused to refund me for the two months that I did to use. I have spent hours and days trying to resolve this issue. I am beyond frustrated. Please help me to find a resolution.
Business Response
Date: 09/28/2023
Good Morning!
After reviewing the clients account, they were given a Sun Tan City gift card for 5 months of unused services back in November 2022. The total of this gift card was $231.95, and this was placed on the clients account to prepay for the next drafted payments. When the value of the gift card ran out, the form of payment the client chose to place on file for their monthly drafts was then charged starting in May. The reason submitted for this gift card back in November, was that this was the clients first membership with us, and they stated they were unaware that they would need to cancel after their first automatic drafted payment. When she joined once more in March 2023, she tanned each month up until May 31st 2023. The client contacted our customer service department in July and she was assisted with cancelling the membership. A refund request for June and July was submitted, but this came back as denied as the client was unable to provide proof of cancellation. When a client cancel's at their local salon, they receive an email confirmation and a paper confirmation for their records. Alternate accommodations were unable to be offered, as the client then disputed the charges with her bank for three monthly drafts, one month including services she used with us. The total dispute is $139.17. We are unable to provide this client with a refund if they have disputed the charges. The client will need to send in a formal letter from her bank with her dropping the dispute for us to offer a refund of any form, whether this be monetary or in store credit.
Thanks!

Customer Answer
Date: 10/06/2023

Complaint: ********

I am rejecting this response because:

My gift card for last year was a total of $231.95.

I charged the following to the gift card:

February 2023: ~$30.00 (Tour of the World 2 weeks of tanning)
March 2023: $46.39
April 2023: $46.39

Gift card balance: ~$108.66

I do not know the exact amount that was charged to the gift card in February 2023. The price is typically between $15.00 and $30.00. Even if the amount was $30.00, I did not use the full gift card before the May transaction. Again I still had a balance on my gift card that I have since given to my sister. My card should not have ever been charged.

I disputed the charges with my credit card after multiple attempts (listed previously) to resolve the incorrect charges with Sun Tan City client services. After not getting a response in over 2 months since my initial attempt to receive a refund for the employee's mistake, I disputed the charges with my credit card.

Once again, I have now spent hours trying to resolve this concern. I am simply asking to be refunded for the incorrect charges that were placed on my credit card due to the mistake that happened at the store level. I would like a resolution as I would like to be able to fully pay off my credit card bill and not continue to receive interest on charges that should not have ever been on my account in the first place.

I greatly appreciate all of your help thus far. Please help me to correct this concern.

Thanks Again,

****** ****** (formerly Hailey Dickman)
Business Response
Date: 10/11/2023
Good Afternoon!
We would absolutely love to assist this client with accommodations and submitting a refund request to create a positive resolution that will retain the client. However, we are unable to submit any type of refund request until we have a formal letter from the clients bank stating that they are dropping the dispute they have submitted for the membership drafts.
Customer Answer
Date: 02/16/2024

Complaint: ********

I am rejecting this response because: I formerly filed a complaint with the BBB about Sun Tan City in Ankeny, IA under #********. I was under in the impression that the complaint had been resolved and that I would be refunded for the two months of $46.39/month that the location mistakenly charged me after I canceled my membership. The company responded and said that they would refund me after I dropped the dispute with my credit card company. I dropped the dispute, and I still have not received a refund on my card. I checked my Sun Tan City account and not only is there not a refund/gift card on my account. The account is telling me that I need to contact client services. I can no longer access my initial complaint with the BBB that includes the proof that I am owed a refund since I canceled my creidt card dispute. Please help me to find my initial complaint. This has all been going on since last summer. I am so exhausted from all of this and I would simply like to have the refund that I am owed. Please let me know how you can make this right.

Sincerely,

****** ******
Business Response
Date: 02/16/2024
Good Afternoon!
Since the last correspondence with this client and her original complaint, we have not received a response showing that the client reversed the dispute, nor have we received a formal letter from the clients bank stating the dispute was dropped. If the client would like to discuss the options to have the chargeback balance removed, they can reach out to our Customer Service department and an Agent will be eager to assist her further.
Thanks!
Initial Complaint
Date:09/20/2023
Type:Billing 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.
Unable to cancel auto withdrawal via app, phone, or otherwise after moving out of state. Their app shows I have no membership but they continue to draft my account . I am unable to reach them over the phone, via the app or any other way there is no merchant phone number attached to their auto withdrawal information. The website states you can cancel it in person however, I am in another state from where I initially signed up New Orleans Louisiana does not have Sun Tan City. I have been charged over $50 a month when I have not lived in that state since April.
Business Response
Date: 09/21/2023
Good Afternoon!
Upon further review, the reason they were unable to cancel through their online account was due to them being in a 12 month commitment membership with us. This would need to be manually overridden by a Customer Service Representative. The client was contacted yesterday by a Supervisor from our Customer Service department and was given confirmation that the membership has been terminated and they will not be billed further. We hope to see the client again if they are ever to relocate close to one of our salons!
Customer Answer
Date: 09/21/2023

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.

Sincerely,

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

***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:09/13/2023
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.
My Mother ****** ******* paid $119 for a monthly membership for me her daughter ******* ****** to the instant beds the highest level bed and membership they have this was paid on 8/19/23 now they are already attempting to charge the card again on 9/1/23 another $119 they are saying that they take out the funds on the 1st of each month for the monthly visits when I 1st bought the membership the month prior on 7/24/23 and i was only charged 32.14 bc it was close to the end of that month so it was pro rated and since my mom paid on 8/19/23 it shouldn't have been billed for a full month for $119 because there was only 12 days left in the month they took the full amount for a month and it should have been pro rated to only pay the amount for 12 days but that was not done and they won't give me a refund or add more time onto my membership for the remaining time that was paid for.it isn't right and they are taking advantage of hard working people.id either like to have the pro rated amount and refund the rest of the money for the month of September or add the days onto the next month and just give me the month that my mom paid for.i only want what is owed to me.the manager was very rude and just yelled at me wouldn't listen to my issue I was treated very poorly on the phone by her she would not give me there corporate # or email to file my complaint so this is my only option to get what was paid for by my mom it was a nice gift to me and they took advantage of her bc she didn't know to ask for the pro rate which you shouldn't have to.it makes absolutely no sense to pay the same amount at $119 for 12 days when it's supposed to be a MONTHLY MEMBERSHIP NOT A 12 DAY MEMBERSHIP!!!!BBB PLZ HELP ME TO ADVISE THEM THIS IS NOT HOW YOU DO BUSINESS AND HOW YOU TREAT YOUR CUSTOMERS.i do have screenshots of the pro rated amount that I paid as well and can get proof of purchase from my mother for the amount she paid if needed.
Business Response
Date: 09/15/2023
Good Afternoon!
Upon further review, the membership was signed up through the client's online account on 7/22. When the membership was purchased, the client paid a prorated amount for the days remaining in July, which was $26.65 and added an upgrade package only offered at the time of sign up for an additional $5.49, making the total purchase this day $34.19. Per the membership agreement the client acknowledged through their online account before finalizing the purchase, it states that our memberships are open ended, and they draft the first of every month. The clients August payment rejected, and a balance was placed on the account for $119.74. This is the price for a full months payment with taxes for the membership the client chose when signing up. The balance on the account was also required to be paid if the client wished to tan, as the client had been using the services throughout the month of August prior to the payment coming back as rejected and a negative balance owed. The client paid this balance on 8/9 at their local salon. Due to our memberships drafting the first of every month, the client's membership payment for the month of September attempted to draft on 9/1 and is still in a pending process on our end. We understand that the client signed up online, and a Customer Service Representative will be contacting her directly to go over her membership agreement, answer any questions they may have, and to explain why they were drafted on 9/1 when they paid the balance due on 8/9 to avoid any confusion going forward.
Please let me know if you have any questions!
Customer Answer
Date: 09/15/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ******
The bills was paid 8/19/23 not 8/9/23 your company has the wrong date of transaction. I only got 12 days of tanning for 119$
Business Response
Date: 09/18/2023
Good Afternoon!
The charge the client is referring to on 8/9, was the attempted draft for the monthly membership. This was unsuccessful, and the charge should have either fallen off or released the funds back to the client. ******* spoke to a Customer Service Representative on 9/12 and this was explained. She is also more than welcome to send us in proof on a running bank statement showing the posted charge on 8/9 for further investigation is she is stating this did not fall off after the failed attempt to draft her membership payment.
Thanks!
Initial Complaint
Date:07/31/2023
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 went into Suntan City in Ashland, KY on 6/18/23 and paid the prorated amount for the month of June, which was $18.55.
I went back in on 6/29/23 and paid for July ($63.59). I was paid up until 8/1//23.
On 7/4/23 they tried to charge me for July and since I already paid July, I didn't have the money in my account, I received an NSF fee.
They sent me a check for $63.49, dated 7/14/23. They also sent me a check, dated for 7/21/23 in the amount of $35, which was my NSF fee they caused my account.
I deposited the $63.49 and cashed the $35.
(Please see attached screenshots with my bank info, the conversations I had with them a couple times, and notice the dates.

I want all of my money back and I want them to stop trying to take money out of my account. I want to stop them from charging my account any further.
Business Response
Date: 07/31/2023
Good Afternoon!
This client paid on their account to pre-pay for their July Membership draft on 6/16. Unfortunately, what they pre-paid was not enough to cover their July membership payment. Due to this, we have refunded the incorrect pre-paid amount in a total of 63.59 and as a courtesy due to the inconvenience, we also refunded the client's overdraft fee in the amount of 35.00. This client's membership was also cancelled through Client Services, and the client will not be billed further. In hopes to provide more of a resolution for this situation for the client apart from refunding the incorrect pre-payment and overdraft fees, we have also placed two all-inclusive session on their account that will allow them access to any service in the salon that will not expire for two years. We hope to see ***** back soon!
Thanks!
Customer Answer
Date: 07/31/2023

Complaint: ********

I am rejecting this response because:
Please look at ALL the documents I submitted and read the document I just uploaded. I want ALL of my money back, plus the overdraft fees.

Sincerely,

***** ******
Business Response
Date: 07/31/2023
Good Afternoon!
We would like to take the time to recognize that we fully understand the clients frustration with their attempt to pre-pay for their July Membership payment, and this not being enough to cover what they owed for the month. However, the charges that the client is sending over are not all refundable. The client paid $18.55 to on June 16th. This was a prorated amount for the rest of the month and a package of 30 upgrade points for $5.00. This is non-refundable, because the client tanned on the membership in June. We do not refund unused services, and we cannot refund services that were used. The client then paid $63.59 (the incorrect amount to cover their July draft), and this was successfully refunded along with the $35 overdraft fee that we refunded as a courtesy. The client was able to provide in her attachments to this complaint the pictures of the checks that were mailed and she successfully received. The $64.19 is what her July membership draft was, and we are unable to refund this as the client used the services for the month of July. At this time, the client has been refunded, she has successfully cashed the checks, and has received complimentary sessions to her account for any inconvenience this may have caused. We will not issue any further refunds.
Thanks!
Customer Answer
Date: 07/31/2023

Complaint: ********

I am rejecting this response because:
I only received ONE overdraft fee back. ONE. That ONE was from the previous attempt to take money out of my account AFTER I already paid for July.
I received TWO attempts since then, AFTER my account was closed, of $25 each and I received TWO overdraft fees of $35. Totalling $70.
If you go back and look at the documents I sent in, you will see this.
The one I just attached, also shows that you all sent me a check ON July 14th. You all took money out of my account again after that. What you all refunded me as a "courtesy" you all took back from me again.
Please see attached document. This lady states that you all refunded me for the $63.59 and sent it out on the 14th. And you refunded me ONE fee. She also says it took 13 days to come out of my account.
You all do owe me more than that back. I just showed why.
I'm not going to be satisfied until I get back what I was promised. Especially the (2) $35 fees you all chaeged me. (See below). You all refunded me for ONE. I had THREE. leaving (2) morr to be refunded. You all tried to take more money out of my account AFTER my account was cancelled. And no one still has not even told me what the $25 were for. the (1) $25 you tried to take out on 7/24 causing me a $35 overdraft fee. And the (1) where you tried to take out ($25) again on the 27th causing me another overdraft fee of $35. Totalling $70.

Sincerely,

***** ******
Business Response
Date: 08/01/2023
Good Afternoon!
We are eager to assist this client further to discuss their additional overdraft fees, and if this is something that we would be able to refund at this time. We are having a supervisor from our Client Services Department contact this client directly to resolve this as quickly as possible.
Thanks!
Customer Answer
Date: 08/01/2023

Complaint: ********

I am rejecting this response because:
That's fine, but I am also requesting the refund back that was sent to and then taken back out of my account. I got the check in the mail, but then it was taken right back out of my account so it cancelled each other out. So, basically, I didn't get the refund. You sent it, then took it back out.

Sincerely,

***** ******
Initial Complaint
Date:07/26/2023
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.
Last week I signed up for a Sun Tan City membership online and bought a package for $19.99. On Friday, I went to Sun tan city in Lexington, Kentucky to tan using my package for the first time. After I arrived at Sun tan city, I gave them my name and they looked me up in the computer. They said my account was locked from year 2020 and I could not tan. I waited 30 minutes for the 2 women up front at Sun Tan City to tell me that they can't figure this out. The exact words from the employee were "ive never seen this before. I believe someone that worked at suntan city did not like you" I asked her why she said that and she said the account is locked and says you owe $1,000 and the person that did that also erased all of my tanning history. I've been an extremely loyal customer of Sun Tan City from 2015-2020. I always paid for a monthly membership. Sometimes I even paid for a year upfront. The employee said there was nothing she could do and that i would have to contact corporate. I called corporate Friday, Saturday, Monday, Tuesday, Wednesday, and each time I called, I had to leave a voice mail. No one has called me back. Ive emailed corporate and ive also chatted with Victoria and Sarah, who are online reps. The online reps said i need to call corporate. I'm extremely disappointed with Sun Tan City. I'm extremely disappointed with customer service at Sun TanCity.
Business Response
Date: 07/27/2023
Good Afternoon!
After reviewing this clients account, it was discovered that our company has asked this client to permanently seek another tanning provider due to an incident that happened in one of our salons in 2019. The client is aware of this, and has since created a new account with us and this is how they were able to purchase a membership with our Guest Purchase feature which we refunded on 7/26/23. The client has spoken with Client Services and Sr. Management about her closed account each year, and continues to do so even though she is aware of her permanent account closure. Sr. Management attempted to reach out to this client today, and was unsuccessful with getting ahold of her. Our company will remain consistent with asking that she seeks another tanning provider.
Thanks!
Initial Complaint
Date:07/17/2023
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.
In June of 2022, I purchased tanning visits for the month of June. My Card statement shows that I visited 3 times that month. You also have to sign in with a finger print scanner which will show I was there in June.
I have been charged monthly on my charge card since July of 2022 to present and have asked Sun Tan City to refund charges from July 2022 through July 2023 for $627. They refuse to refund the charges.
Business Response
Date: 07/17/2023
Good Afternoon!
This client contacted our Client Services Department today, 7/17. During the interaction with the client, we were able to assist with the cancellation of their membership as well as send an emailed confirmation receipt. Unfortunately, we were unable to offer any type of accommodations in regard to a refund, in-store credit, etc. due to the client's escalation and refusal to allow our team member to assist further. The client disconnected the phone call, and the cancellation was the only resolution we were able to make at that time. We will have a member of management contact this client directly in hopes to offer further assistance for the clients unused services.
Thanks!
Customer Answer
Date: 07/17/2023

Complaint: ********

I am rejecting this response because: there was no “escalation “. The representative told me they could not offer a refund. Since they would not refund the amount, I decided to contact the Better Business Bureau.

Sincerely,

***** ********
Business Response
Date: 07/18/2023
Good Afternoon!
Yesterday, a Client Services Representative attempted to contact this client to discuss our options that we will be able to offer for their unused services. Unfortunately, we were unable to reach the client. If the client would rather communicate over email, we are happy to do so and are eager to provide a resolution for them!
Thanks!
Customer Answer
Date: 07/18/2023

Complaint: ********

I am rejecting this response because:
I received NO phone calls yesterday from Sun Tan City. My phone records will show this. I was offered to be given usage of the unused monetary value but I am not interested in tanning; that is why June of last year was my last purchase.

Sincerely,

***** ********
Initial Complaint
Date:07/07/2023
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.
On June 7th I went to Suntan City. I visited their location in Chatt, Tn on Gunbarrel Rd. I don't usually go to this one bc I live closer to another one and the Spa Director that works there is awful. But I was on a time crunch and needed to be done quickly. Long story short I came in and talked with that same Spa Director. I'm sure anyone that has been to this location knows who I am talking about. She is rude!Not friendly or helpful at all and is confrontational and aggressive! MANY have complained about this! I was trying to take advantage of a 5 tan event that was going on. She laughed condescendingly and said I had already used that coupon. I explained to her I had already went online & to their sister store & both told me this was available all week! She rudely sd that they were a franchise ( acted like I didn't know what that meant) and that "this" store is separate and doesn't have to accommodate any special events. That was a lie bc the owner of Gunbarrel and Fort O is the same person!Then she decided to inform me that those events are only to make you sign up for a package and that's what I needed in a aggressive, rude way. I then stepped outside call customer service they regenerated what I had said about the special and it could definitely be used/purchased there. At this point I had wasted 20 mins or so and was so frustrated I left. But I stayed on the phone and filed a complaint against her. I was told I would get a call back with in 48 by the mang. discussing the situation. I never did. I called 6 times!!!! Everytime I was told I would get a call back and they were sorry it was taken so long. Then today I called a final time. I was then then transferred to a customer care supervisor *****. She was just as rude and told me they would not send anymore call backs to Kathryn the manager at stc and acted like I had done something wrong for wanting my issue addressed?! I wanted to buy a pkg but I will not spend money s/w that does business like this!!!
Business Response
Date: 07/07/2023
Good Afternoon!
We are always eager to receive feedback from our clients based on their experience in the salon and with their tanning results. This client has been using our services and taking advantage of the special promotions that we run, and we hope she has enjoyed her results with us. We are sorry to hear that she feels as if she was unsatisfied with the limitations that are placed on specific promotions that we run, but unfortunately this client had met her threshold of offers based on the coupon she was attempting to redeem more than once. At Sun Tan City, we value our clients and salon staff equally and will protect the safety of them. Therefore, due to this clients inappropriate behavior towards our salon staff, and multiple interactions with salon and corporate management, there will be no further contact with this client as her concerns have been addressed by the appropriate parties on this matter.
Business Response
Date: 07/10/2023
Good Afternoon!
As stated, we always welcome feedback from our clients experience in our salon's. We fully agree and support that without our clients, we would not be Sun Tan City! However, franchises are permitted to alter or not offer specific promotions that our corporate salons do. In this case, the salon she was attending had the promotional offer as a one time use. When this was explained and the client requested to speak to several different levels of management, this was fulfilled. At this time, no further communication will be delivered on this matter as we see this as addressed and handled.
Customer Answer
Date: 07/12/2023

Complaint: ********

I am rejecting this response because:
***** ******* ******* **********************
Date: Wed, Jul 12, 2023 at 10:05 AM
Subject: Re: Message from BBB.org
*** *** ********** ** ********************

********

They stated I was trying to use a coupon that was a one time deal. That is absolutely a lie! It was a week of 5 dollar tans. One per day. I have proof of that and proof I bought one every single day after the incident. I was not rude at as stated until 4 weeks into this issue. I was told to continue to call back and I would get a call from management. That never ever happened and the 5th time I called back they were extremely rude to me. I am sad I can't at least write a rebuttal that will be on there website because everything they said was absolute lies and I have screenshots to back that up.

Sent via the Samsung Galaxy S22+ 5G, an AT&T 5G smartphone

Sincerely,

******* ******
Business Response
Date: 07/12/2023
Good Afternoon!
As this is the second BBB inquiry this client has submitted after this situation has been addressed. We will remain consistent with our standing on that this problem has been resolved, and we thank the client for her feedback she was able to provide our business. As stated, some franchise salons are permitted to alter any promotional coupon. An example of this alteration could be allowing this to become a one time use. This has been explained to the client multiple times by the members of management she is requesting to speak to. The client may continue to use our services following that she conducts herself in a manner that is not considered inappropriate, or that would cause a disruption in our salons.
Thanks!
Customer Answer
Date: 07/15/2023
So you continually saying I was mad because this particular "spa director" would not allow me to use a coupon I had already used is insulting your intellectance and mine. She in fact told me I could use that promotion I just had to but it online . I just left because I didn't want to be rude. Which you continually say how rude I was please elaborate? But when this person told me " the whole point of these promotion are you YOU PEOPLE to purchase tanning membership and not take advantage of them. That to me was rude. What are " my people" ?*** ** ******* * ** ******** ** ** ******** ** * ** ******* **** **** ******* * **** ** **** ********* ** * ******** * Please explain this to me? Because I am not here arguing with you for me. I can handle ************** *** ********* *** ************ I have my whole life. The whole I have taken this as far as I have is for the young girls that come into your salon and are treated the same way or worse this same person. I told other employees/management my experience and THEY ask me to file a complaint because soooo many people fill bullied by her. I am doing it for them not myself. And I assumed her boss would want to know know the hateful words she uses and how she talks to clients. I thought I was doing something good??!! And up until I talked with ***** at corporate ALL the ladies I have spoken with at any location or online have been professional and sweet as pie!!! I had such great experiences at Sun Tan City with the exception of this one hateful employee and corporate off *****. So yes at this point if this facility STILL cares nothing about a very small amount of employees being rude, aggressive, disgrammatory, and hateful there is nothing I can do other than maybe contact EOC or something like that. But I again was just trying to protect other employees and clients who have felt this women's wrath ( for no reason at all) especially the ones how look a different than your average clientel.

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Sun Tan City is NOT a BBB Accredited Business.