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:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/13/2023

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

   

  Good Afternoon! 

   

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

   

  Please let me know if you have any questions! 

   

   

  Thanks! 

   

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

  Business Response

  Date: 02/13/2023

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

   Good Afternoon! 

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

   

  Please let me know if you have any questions! 

   

  Thanks! 

   

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

  Client Services Manager

  Sun Tan City | ************

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

   

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/08/2023

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

  Good Afternoon! 

   

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

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/08/2023

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

  Good Afternoon! 

   

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

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  No one has attempted to contact me from Tan city or Glow Brands

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

  Business Response

  Date: 02/14/2023

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

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/07/2023

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

  Good Afternoon!

   

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

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  Customer Answer

  Date: 02/07/2023

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

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/13/2023

  --

   

  Good Afternoon!

   

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

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  Client Services Manager

  Sun Tan City | ************

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

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

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Business failed to address that the employee stated I was just signing for the payment draft and not an agreement, signing a blank electronic pad is deceptive and company should be required to provide a copy of the agreement. I do not plan to use a store credit or give this company additional business. Judging by the number of complaints and negative reviews, it is clear this business does not care for consumers. 

   

   
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 01/25/2023

   

  Good Afternoon! 

   

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

   

  Please let me know if you have any questions!

   

   

  Thanks! 

   

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

  ****** ******** *******

  Sun Tan City | ************

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

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/10/2023

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

  Good Afternoon! 

   

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

  Please let me know if you have any questions!

  Thanks

   

  Paige Merciers 

  Client Services Manager 

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

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

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** ***** I thank you for your timely responds, however i feel my request of cancellation and return for the month of December is fair. With the lack of full explanations of the contracts from employees and the constant inconsistencies with payment issues, this is a company i do not feel comfortable returning to in the future. 
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 01/12/2023

  Good Afternoon! 

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

  Please let me know if you have any questions! 

   

  Thanks! 

  Customer Answer

  Date: 01/13/2023

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

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/03/2023

   

  Good Afternoon! 

   

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

   

  Please let me know if you have any questions!

  Thanks! 

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

  Sun Tan City | ************

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

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

• Initial Complaint

  Date:12/07/2022

  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 had only wanted to pay for a month worth of tanning but was continuously being charged for months after. I paid for my original month in May for my sisters wedding but was moving to chicago in June so I only wanted the one month. And I have been getting charged $69.59 for the months June-December. So total I have been charged $487.13. I get paid from my job on the first and get charged for sun tan a day or 2 later normally so I don’t notice it being taken from my account till being charged this last month. I haven’t used this membership since May and they can see on their end that I haven’t gone at all since then.

  Business Response

  Date: 12/08/2022

  Good Afternoon! 
  
  This is a BBB Response to Case Numbe* ********* *** ****** ****** ****** signed up for this membership on her online account. She chose a flexible membership that would be able to be cancelled after 1 full automatic payment had been fulfilled. At that time, ****** signed her agreement stating that these memberships are open ended. If ****** wished for the membership to no longer draft, a cancellation would have needed to be performed either in the salon or her online account. A Client Services Representative will be contacting ****** to discuss our options to accommodate any confusion that may have occurred. Currently the membership has been terminated and she will not be charged further. I have attached ******'s membership agreement for review. 
  
  Please let me know if you have any questions!
  
  
  Thanks! 
  
  ***** ******** 
  Client Services & E-Services Manager 
  *** *** **** * ************ 
  ***************************** 
  

• Initial Complaint

  Date:11/21/2022

  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.

  Canceled membership online but was continued to be charged without use of service. When I called they said they had no notice of cancellation and I had a contract so too bad. Paid for 3 months and they can see that I did not go even once in that time frame because I believed it was canceled. Offered store credit for products but I just wanted a refund for services not used. They refused and canceled it for this month but did not refund this month as well. I would understand if I went but I did not and I spent >$300 for nothing. This is not the first time I have had a problem with them since I only go for a month in the summer then cancel in the winter. I did notice the website changed and I could not find my old cancellation email since it had been over 3 months.

  Business Response

  Date: 11/21/2022

  This is a response to BBB Complaint number ********* for **** ********** 
  
  **** contacted our Customer Service Department stating she cancelled her membership online. When you cancel online, we can see all online history such as the time of log-in, the cancellation initiation, etc. The only recent login's we have on record are 7/26/22 (the day she purchased her membership) and 11/10/22 (the date she contacted us to state she cancelled online). We have the perk of being able to see when a client initiates a cancellation on their online history, in case there is an error where this did not go through (internet connection, etc.) Unfortunately, this is not seen on ****** online activity. When you cancel online, you will also receive an email confirmation. **** was unable to provide us with this information, and the email we have on file for her is the same email she provided for contact information on this complaint. In hopes to accommodate **** while remaining consistent with our policies, we offered her in-store credit for her unused services for her to purchase single sessions, products, additional memberships, promotions, etc.
  
  Please let me know if you have any questions!  
  
  Thanks! 
  
  ***** ******** 
  ****** ******** * ********** ******* 
  
  Sun Tan City | ************ 
  
  *****************************

• Initial Complaint

  Date:09/07/2022

  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.

  They keep taking money from my acct without permission and do not want to give it back. This is not the first time this has happened. They agreed to refund it then lied and said someone at salon told them to unfreeze it. I just want my 54.99 refunded ASAP please help me resolve this issue. I've spoken to everyone of importance at this place and STILL being told they can't give it back. They can take my money anytime they want but can't give it back? I even have papers showing I closed tht account and tht no more money was to be taken yet they continue to do so.

  Business Response

  Date: 09/09/2022

  Good Afternoon!
  
  This is a BBB response to Case Number ********, for ******* ******. ******* has already spoke to our Client Services Department and has been refunded for Septembers Membership draft as a courtesy. We have it noted that while ******* was in her local salon, she requested the salon contact Client Services to have her membership reactivated so she was able to use our services. Per our membership agreement, our memberships are open ended meaning that the membership will continue to renew each month unless there is a cancellation or freeze performed. As stated, due to any confusion, we have successfully refunded ******* her September draft of 54.99.
  
  Please let me know if you have any questions!
  
  Thanks!
  
  ***** ******** 
  
  Client Services & E-Services Manager 

  Customer Answer

  Date: 09/20/2022

  [[BBB TRANSCRIPTION VIA FWD EMAIL FROM THE CONSUMER 9/20/2022]]

  This matter is still not resolved! I'm not sure why you closed this complaint when you have done nothing to look into the fraud this company is pulling on a daily. Even AFTER FILING THIS COMPLAINT THE COMPANY CONTINUED TO STEAL MONEY FROM MY ACCT. EVEN AFTER IT WAS A CLOSED ACCT AND WERE TOLD THEY CLD NOT TAKE MORE MONEY. THEY CONTINUE TO DO THIS WITH OTHER CLIENTS AS WELL. 

  This matter has most def not been resolved and as far as it being my fault as to why you closed this complaint is silly since I have cooperated with BBB and given info needed to investigate this matter. Since you don't seem to wanna do this we have taken this matter to a more legal level and would appreciate the cooperation of the BBB in stopping SUNT TAN CITY from ripping people off and STEALING MONEY OUT OF ACCTS WITHOUT PERMISSION. I Dont understand why you think this has been taken care of. If you had actually researched the matter you wld see that the scam continues. Please do something! How are they able to suck my bank acct dry but somehow unable to give the stolen cash back???? MAKE IT MAKE SENSE!!