ComplaintsforSun Tan City

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/02/2024, this business charged $148 to my card WITHOUT notice. The only explanation I have received is that "it took out for 3 months" even though I called in September & told them I wanted to cancel my membership. I was told it was canceled, I checked the app and it even said "no membership found". Even if it took out for 3 months, I never received notification that my payments hadn't been going through or that there was an issue with my account. Their customer service is HORRIBLE & when I asked to speak to her supervisor she said "I am the supervisor". BEWARE OF THIS COMPANY!

  Business response

  11/04/2024

  Good Afternoon! 

  This client had two rejected payments (membership drafts for the months of September and October) that drafted with the month of November to allow the account to be back in good standing. When a clients membership payment is rejected, we send an email to inform the client so they are aware and can resolve this issue either through their online account, at their local salon, or our customer service department. When a client logs in to their online account, they can see the balance owed from a rejected membership draft attempt. Currently, we do not see any online account login activity in the months of September or October. We see that they registered their online account on 11/2 and that was their first successful log in. The client was able to speak to a Supervisor in our customer service department today, and a refund for the membership draft that was successful this month was submitted as a courtesy due to the clients escalation.

  Thanks! 

  Customer response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I never received an email notifying me that my payment was unsuccessful. I have attached ALL messages received and it was all advertisements. I never received text messages from Sun Tan City in regards to my payment being unsuccessful or anything otherwise. I was told by the Rome location that my membership was canceled weeks ago when I called because I never returned after my very first visit.  The money was taken for November as well so I've paid for all of November but don't have a membership. Meaning I was forced to pay for services I don't even have access to. 
  Sincerely,
  
  ******* *******

  Business response

  11/05/2024

  Good Morning! 

  Upon further review, the email the client has provided with their contact information with this complaint does not match the demographic information on her profile. If at any time a client receives a new phone number, address, email, etc., it is their responsibility to update this with us accordingly. If the client is stating they did not receive the email notification that their payments have been unsuccessful, this could be the factor as to why. At this time the client has requested a refund for their November payment as a form of resolution, which we have submitted as a courtesy. If they are wanting further compensation, they are more than welcome to contact our Customer Service Department to discuss this further. 

  Thanks! 

  Customer response

  11/08/2024

  
  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. My money has been refunded in full as of 11/08/2024. 
  Sincerely,
  
  ******* *******

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• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just received a call from an employee, threatening to suspend my account with Sun Tan City and accused me of stealing $4 Hair ties during my visit last week. I have never stolen anything. When I told her that and told her I didn’t appreciate Being called a thief, she hung up on me and I can access my account!

  Business response

  10/14/2024

  Good Afternoon! 

  This client has been asked to permanently seek another tanning provider from our company. When the client was informed of this over multiple interactions, the phone call had to be disconnected due to the client's escalation, vulgarness, and inappropriate behavior she was using towards our staff, both at the salon level and our corporate office. We ask this client to not return to our stores. 

  Thanks! 

  Customer response

  10/15/2024

   
  Complaint: ********
  
  I have been insulted, accused, and then  given no evidence or opportunity to prove otherwise! I really tried. Yes, I was hurt. I was shocked and I was angry.
  

  I called both parties back the same day so I could apologize for my attitude and do whatever they asked of me moving forward. I tried again two days later leaving messages for both and got no response from either one of them. 
  

  I sometimes have debilitating anxiety and suffer from depression so, conflict and confrontation is not something I respond well to. I felt awful for my behavior, I can’t stop thinking about this and just want to make it right. Ive been in tears for days trying to create a scenario in which I took something without paying. I have gone so far as to check my belongings to make sure I don’t have the merchandise they allege I took. I don’t. I have a yong child and do nothing for myself other than tan about once a week. It is my ONLY outlet. Sun tan City has the monopoly in my area and being refused service from them greatly affects my overall sense of self, I ask them to PLEASE recinsider and allow me to do what they ask in order to use their services. I desperately need it. This is causing me far more negativity and hurt than a few  words ever could. I am very sorry. Please help me. 

  
  Sincerely,
  
  ******* *****

  Business response

  10/15/2024

  Good Afternoon! 

  If this client would like to discuss their account once more, they are more than welcome to reach out to the Sr. Management number that has been previously provided to them. 

  Thanks! 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of Sun Tan City for many years. On October 1st I attempted to freeze my account which costs $104 a month. On October 3rd they proceeded to charge my bank account for the full $104.39 for the entire month of October which also resulted in a $35 overdraft fee to my account. I emailed them asking for a refund which they refused. I then asked them to cancel my account with no response. I emailed them again to cancel my account. After leaving a review on their social media they responded with the cancellation. I still was not refunded any of my money. If there were anything stating that it had to be before the first of the month I do not remember signing it. Also it would have been years ago that it was signed and would surely have to be updated every so often. It was the 1st day of October and I would like a refund. Or at least a partial refund for the other 30 days of the remainder of the month

  Business response

  10/11/2024

  Good Afternoon! 

  Unfortunately, a monetary refund was denied due to the client cancelling after the 1st of the month which is when our memberships draft. Any membership adjustment will need to be conducted prior to the first to avoid being charged for an additional monthly payment. Looking into the clients account, they signed up in May 2024 and signed their membership agreement which includes the cancellation process. We will have a customer service representative reach out to the client directly to discuss alternative accommodations and potentially a refund request that will be reviewed as this is the client's first monthly membership with us. 

  Thanks!

  Customer response

  10/14/2024

    ********** ********
  
  I am rejecting this response because:

   

  I was trying to to respond to the business response and somehow was cut off. Sun tan city responded that I joined in 2024 which is not correct. The membership was upgraded at that time I was not notified that I had to freeze or cancel by the first of the month. They also stated that I did not freeze before the first of the month but I actually froze it on the first. The response says they draft payment then but payment was not drafted until the 3rd which was 2 days after I had frozen my membership. This is just pure greed and I would appreciate a refund that they took out 2 days after
  

  
  Sincerely,
  
  ****** ********

  Business response

  10/14/2024

  Good Afternoon! 

  We understand that the client is stating that they were drafted on the 3rd, however, our membership draft process starts on the 1st of every month. Any client who conducts membership adjustments after the 1st will be drafted for the renewed month. We have attempted to contact the client to be able to place a refund in our system as a courtesy, as there is additional information we will need from the client to do so. 

  Thanks! 

  Customer response

  10/20/2024

   
  Complaint: ********
  
  I am rejecting this response because: sun tan city stated on or before the first. I froze the account on the first. They then responded that they had issued a refund. After a few days passed I still had no refund. I had to update my card info for said refund. I did not receive a refund full or partial. I emailed sun tan city again in which they stated it could take 2 to 5 days for the bank to release the funds. Today has been 5 days so I contacted the bank a second time and they have stated there are no refunds in their system to be released from sun tan city
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  10/01/2024

  Good Afternoon! 

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

  Thanks! 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  09/09/2024

  Good Afternoon!

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

  Thanks! 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  09/09/2024

  Good Afternoon! 

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

  Thanks! 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  09/09/2024

  Good Afternoon! 

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

  Thanks! 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Out of the blue after having an account to the website not a membership it says I owe $1000.00 with no explanation I tried talking to customer service they are rude and give me the run around and refer to Accounts payable they never answer their phones

  Business response

  09/03/2024

  Good Morning! 

  Due to a series of events that have occurred within our salons and the multiple identities this client attempts to present themselves as, we have asked them to permanently seek another tanning provider. The $1,000 balance is to show the salon staff that this is a closed account (the balance is also on the other multiple accounts they have made), and that it will not be reopened. We have also terminated the clients online account at this time. 

  Thanks! 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in April of this year I joined Sun Tan City for a month to get a preliminary tan for an upcoming vacation. They took my credit card number and assured me that I would not be charged beyond the period I requested. It is now August and upon looking at my credit card statement I have noticed that they have been charging me $71 all along. I informed them when I would no longer be using their services and they knew why I was there to get a pre tan. But unbeknownst to me they have been charging my credit card $71 a month every month since. They need to credit my account for the 3 months that they have been taking money from my credit card fraudulently. I am requesting your help with this. **** *******

  Business response

  09/03/2024

  Good Morning! 

  We do not offer a 30 day guest pass at the location this client tans at, and in place we have open-ended recurring monthly memberships. Due to the circumstances and this being the clients first membership with us, we have submitted a refund for the clients months they paid but did not tan, even though we typically do not refund unused services. The clients membership has been cancelled, and they will not be billed further. 

  Thanks! 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I froze my account with this salon in 2022. In June of 2024 they began drafting $51.99 monthly from my checking account/debit card. I did not notice this until July 2024. I immediately called to question these transactions and was told I needed to wait for the payment to post on their end (even though it was posted and drafted from my checking account.) Each time I called, I was given a different answer. I requested to speak to a supervisor and was refused. I contacted the local salon where I established a membership over 10 years ago, the lady I spoke with contacted customer service and I was told to wait until the August payment was posted and to call back to request the refund. I attempted this more than 3 times. However, each time I called to make the refund request, I was provided with a different answer. Ultimately, they refuse to refund the charges. First, I was told that there was a computer glitch and that once the payment was posted, I could request a refund for all 3 months, then I was told that the freeze automatically falls off after 12 months, and once the payment was posted I could request a refreeze and refund. I believed that to be inaccurate, as my account was frozen for well over 12 months. I asked for proof of documentation that showed I agreed to the terms of the current membership and pricing, yet noone could provide me with any signed documentation and the supervisor refused to speak with me. When I called today, the representative told me that my account was noted to not offer any refunds and not to transfer to a supervisor. I have exhausted all attempts to receive the refund . They have offered me an instore credit of 103.98, which isn't going to benefit me as I do not intend on visiting the salon again. I want a refund of the $155.97 in charges that were wrongfully drafted from checking account without my permission. for services that I did not receive.

  Business response

  08/22/2024

  Good Afternoon!

  This client froze their account on 10/10/2022, and then unfroze on 5/30/2024 through their online account. Unfreezing will instantly make the membership active so the client is able to tan, and the monthly drafts will resume the next 1st of the month. The client then contacted our Client Services Department on 8/6, and we informed them that we would submit a refund request as a courtesy, but their payment for August would need to post on our end and reflect approved before we were able to proceed. The client has referenced that the payment had posted, and they may have seen the charges on their end, but the payment did not officially post and confirm the payment collected on our side until 8/10/24. We were unable to continue with the request due to us not having a confirmed refund method, and when the client reached out to us on 8/20/24, they accepted a Glow Card, which is a gift card for instore credit over a monetary refund. However, per the clients request within this complaint, we will be refunding the months that withdrew from her billing information that is attached to the membership for the months that she paid but did not tan. This is for the months of July and August in a total of $103.98. When the client unfroze in May, their freeze payments that they have been contributing to in order to keep their membership frozen ($5 a month) was immediately placed as a credit to their Sun Tan City account once they unfroze. The total was $95, and June's membership payment was pulled from this credit. We have added the credit back so the client will have access to the $95 freeze credits the next time they tan. We will also be emailing the client a copy of their signed agreement per their request. 

  Thanks! 

*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. ↩