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:06/21/2023

  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 have been a customer with Sun Tan City for than than 15 years. I have had a great relationship with the team members at the salon I tanned at. The manager even tried to help me with my situation but was above her pay grade. My sister and I went out of town and while we were out of town we decided to tan. We waited over 20 minutes in line to tan. While we were waiting, two girls walked in and the employee let these two girls skip the line. There were more people waiting in line. So this employee let these girls skip me, my sister, and several others. I went to speak to the employee and told her how we had been waiting in line. She knew it wasn’t right so she went ahead and checked me in but my sister still had to wait. I tanned and left. When I got back home I went to tan on a different day. That’s when I found out that my account had been locked. I was completely baffled because I didn’t know why. I called corporate office and they said it had been locked and will remain locked indefinitely. For a lifetime! This is crazy. I had done nothing wrong but ask her why she let these girls walk in and skip everybody. I didn’t yell at her. I didn’t cuss. I was never disrespectful once! That is not my character. They locked my account indefinitely without even speaking with them. They made a decision without even investigating. They never even talked to me about what occurred. I’m still confused because in my mind nothing even happened. They still won’t even consider my side. I didn’t do anything wrong. Especially to pay for something I didn’t do for a lifetime. This girl allowed two girls to walk in and skip the long line and then called and for my banned for life. Whose character seems like what here? She was a kid. I’m 35 years old. I don’t act out. This is vicious and it baffles me that the senior team won’t even take my side into consideration. I gave them almost 20 years of loyal service. Am I not worth at least hearing out? In 16yrs I have never an an issue anywher

  Business Response

  Date: 06/22/2023

  Good Afternoon! 

  After further review, this client's account has been closed since 2021 due to an incident in one of our salon's that included inappropriate behavior and profanity towards our salon staff. The client has recently reached out to our Sr. Management team to discuss her account and why this was closed, and she has requested that her account be unlocked and for her to resume using our services. This request has been denied, as the safety and comfort of our employees will always be a top priority for us. We understand that the client does not agree with this decision, however we will continue to ask that she seeks another tanning provider. 

  Thanks! 

• Initial Complaint

  Date:06/16/2023

  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 purchased a bundle of tanning sessions and have used some of the "credits" that I paid for. I have remaining credits. I visited the store and was told I could not use the remaining credits because I did not have a "membership". (The business offers a monthly-fee membership to frequent customers). I have never had a membership. I was sold the credits without a membership and have already used some of the credits without a membership. I requested a refund and was told that I could not have a refund. So, the business sold me something that they wont provide, and they refuse to refund the money that they gladly took from me. I don't see how this can be considered anything other than blatant theft. I request that the company's practices be investigated. They have undoubtedly defrauded other customers.

  Business Response

  Date: 06/16/2023

  Good Afternoon! 

  Upon reviewing this clients account, he purchased a paid in full Fast level membership with us on 4/5/22. This provided 365 days of tanning to the Fast level bed as a one time purchase. When he joined, he had the option to add on an upgrade package for an additional $5 that would give him access to 30 upgrade points to tan in our higher level beds if he wished. His membership has now expired as it has exceeded the 365 days from the time of the original purchase, and the upgrade points he is referring to and requesting a refund for have been used. He used 15 points on 5/1/22 for an upgrade to our Instant level bed, and another 15 points on 8/12/22. There are 30 upgrade points remaining on his account from a previous membership he purchased in 2019. Per our policy, a client must have an active membership with us to tan on upgrade points. However, for any confusion or inconvenience this has caused, we have added two inclusive sessions to his account that will allow him to tan in any bed we offer or spray tan with any add on. These sessions will not expire for two years. Please let me know if you have any questions! 

  Thanks! 

• Initial Complaint

  Date:05/23/2023

  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 wanted to tan for one month in the summer of 2022 because I was going to Florida in August. I signed up for several tanning sessions at Suntan City. I was told by them that even though I wasn't going to be using the service after July/2022 I needed to sign up for some deal that ended in September. They said that would be the cheapest way for me to go. I asked them SPECIFICALLY if I was going to have to get into their system and cancel it myself later because if that was the case I wasn't going to use Suntan City. They ASSURED me that it was all taken care of and that my membership would be cancelled at the end of September 2022. I just did an examination of my credit card records and found out that they have been taking $73.88 out of my account on the second of every month sine last July. I called them and they admit that their own records don't show me ever going in that story after July/2022. However, the woman on the other end of the line told me that all they could do was offer me a store credit. They have charged 591.04 to my credit card that they shouldn't have and and I want it back. If I can get through the BBB that's fine but if I have to use a lawyer I'll do that. I will gladly spend more money to get satisfaction here. FYI, this is the Suntan city location in Bloomington IN by the Bypass.

  Business Response

  Date: 05/24/2023

  Good Afternoon!

  Per the membership agreement that this client signed upon signing up, our memberships are open ended. If a client no longer wishes to tan and would like to stop all membership drafts, a cancellation or freeze must be performed either on their online account or at their local salon. Unfortunately, we cannot schedule cancellations in advance. If the client wanted to cancel before September's draft, the membership would have needed to be cancelled in August. As a courtesy and in hopes to see Todd again in the future, we have submitted for a refund request that would be half in store credit (an electronic gift card that would arrive via email) and half of a monetary refund for the months the client paid but did not tan. After speaking with a supervisor at our customer service department on 5/23, the membership was successfully cancelled and an email confirmation was delivered for the clients records. 

  Thanks! 

• Initial Complaint

  Date:05/17/2023

  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.

  I cancelled my membership with sun tan city quite a while ago.
  I didn't realize they were still charging me 5.00 a month or that when I had a credit card get stolen and it was reissued that they were still trying to charge my account. I went in and a very rude manager named Taylor told me all this. Well obviously after the way she treated me I'm not going back, but the real problem is I have no idea how to get them to stop charging me, or least trying to... I have tried to chat, they have no email address and I've tried the customer service line. It's as if they really don't care about customer service after the fact. I'm extremely surprised there is not a class action, it very much seems like a scam. I mean one of the top searches is how to cancel your membership there.

  Business Response

  Date: 05/22/2023

  Good Afternoon! 

  The clients membership that was previously on a frozen status has now been terminated by a Customer Service Representative as of 5/16. Our records show that she attempted to freeze her account online, and went into her local salon on 8/7/22 to verify with a Tanning Consultant that her membership was successfully frozen. When you freeze there is a monthly $5 freeze charge in place of your monthly membership payment. When you unfreeze you will get the $5's you paid right back on your sun tan city account. We will also be forwarding any concerns the client has over to the proper management to review. She will not be billed further, and we hope to see her again in the future! 

  Thanks! 

  Customer Answer

  Date: 05/23/2023

  
  
  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.
  
  
  
  

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 promotion to tan for the rest of the month of March for my April wedding for $48. I found out I am pregnant and would not be able to use it, so I decided to cut my losses. On April 1st I was charged $107.31. I did not notice until May 1st when I got an email saying my May payment didn't go through. I contacted the ever impossible customer service and she basically said I didn't pay for April or May. I showed her the transaction for April and suddenly she said I did pay but it was a required payment and I can't get a refund and she can't freeze my account to prevent further charges. I want a refund of $107.31 and I want you to completely cancel my account. No freezing, just delete me.

• Initial Complaint

  Date:03/20/2023

  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 had been a member of Sun Tan City. In southern mn. I took a job in the Mpls Mn area at the end of March 2022.. I filled out the account cancellation paper work and gave it to one of there associates. I wasnt paying attention but realized several months ago they were still taking my monthly fees from my credit card at 49.00 a month plus fees x 11 months! They obviously knew my account was cancelled because there is no record of me when ever i tried to log in. I have tried contacting them many, many times only to be met with crickets. Only once speaking with an associate who was to get back to me but never has. I want a full refund of my dues from April of 2022 thru the present at March of 2023 at 49.00 a month plus fees.
  
  Regards.
  **** ***** ********** **********************

  Business Response

  Date: 03/20/2023

  Good Afternoon!

  This client contacted our Customer Service Department where a refund for his unused services was submitted as a courtesy in hope to accommodate his request. Upon further investigation, it was discovered that it was communicated that and given directions to contact his local salon after his final required payment had processed and cancel over the phone as a courtesy. From this discovery, a full monetary refund for his unused services was denied. However, a refund was processed for half of his unused services as a courtesy, and this was successfully processed back to him on 3/8. 

  Please let me know if you have any questions! 

  Thanks! 

• Initial Complaint

  Date:03/17/2023

  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 am agry cause sun tan city says I owe them money ... Well the women at the Hopkinsville ky location was suppose to freeze my account and she didnt... I love suntan city and it upsets me that I owe money cause I don't got extra money. I did what I was suppose to and asked for it to be frozen.. I don't know what happen I just miss tanning.

  Business Response

  Date: 03/17/2023

  Good Afternoon!

  Upon reviewing the Client's account with the contact information provided, we are not showing that ******* has a balance on her account that is would be required to pay in order to tan. She may visit her location Sun Tan City, and start her tanning journey with us! 

  Please let me know if you have any questions! 

• Initial Complaint

  Date:03/14/2023

  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 purchased a membership with suntan City after my previous contract ended months prior. I went in to tan and was told that I owe for two months that didn’t get billed on the last membership even though I had already completed my obligatory 12 month membership and my online account showed no balance and even sold me a new membership and let me check in to tan - only when I arrived at the salon was I told that I cannot tan and now I have a membership that I cannot use. Also I disagree that I owe anything from months prior.

  Business Response

  Date: 03/16/2023

  Good Afternoon! 

  This is a BBB response to Complaint ID ********* *** ****** ****** ****** had a previous 12 month commitment membership with us that terminated out due to a series of rejected payments. ****** then went to our app and signed up for an additional membership through her online account. When she went to tan, the balance from her previous membership remained on her account. Upon further investigation, it looks like she has corresponded with a Customer Service Representative and had the previous balance removed. ******'* account is in good standing, and is able to start her tanning journey with us. We have also added a free all-inclusive session to her account for any inconvenience she has experienced. 

  Please let me know if you have any questions! 

  Thanks! 

• Initial Complaint

  Date:03/08/2023

  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.

  Customer# **********
  
  I have used Sun Tan City for years and when I do so, I freeze my membership. I have asked multiple times what freezing does, and I have been explained that I will be charged $5 a month which can then be used and there will be no more fee's. I just noticed I was charged $20 membership fee. I spoke to associates who informed me this is part of the membership agreement. It is COMMON practice for them to literally just sign you up and tell you to sign a pad and you can't even see a screen. THIS WAS NOT TOLD TO ME at sign up, or when asking about freezing.
  
  I am respectfully asking for my $20 refund and I will not be using Sun Tan City ever again in the future.

  Business Response

  Date: 03/13/2023

  Good Afternoon! 

  This is a BBB Response to Case Number ********* for ******* ***** ******* signed up with us in February 2021. Meaning, ******* has been charged his annual dues 3 years in a row which are included with March's automatic drafted payment. This is stated in *******'s membership agreement which he is able to request a paper copy of before and after he signs, as well as a copy emailed to him. This is not the first time ******* has been charged for his annual due. However, as a courtesy, we have submitted a refund request for the $20 annual due included in March's Membership Draft. He was able to successfully cancel his membership on his online account. 

  Please let me know if you have any questions! 

  Thanks! 

  Customer Answer

  Date: 03/13/2023

  
  
  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,
  
  
  
  ******* ****

• 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!