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

  2300 Bardstown Rd Louisville, KY 40205

• 

  Sun Tan City

  3830 Ruckriegal Pkwy Louisville, KY 40299

• 

  Sun Tan City

  187 Adam Shapherd Pkwy Shepherdsville, KY 40165

• 

  Sun Tan City

  5016 Mud lane Louisville, KY 40291

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:07/24/2025

  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 was charged a "freeze" fee of $5.00 on top of my monthly charge. Also, it was supposed to be $49.99 per month, and they are charging me $54.99 per month. They are trying to say they charged the $5.00 because the account was frozen on the 1st which is not true. Also, their website states that if you freeze your account, the $5 will be credited back to your account when you reactivate and they said that only works if it is enough to cover the entire membership fee. They don't do partials.

  Business Response

  Date: 07/28/2025

  Good Afternoon! 

  After reviewing this clients account, it was discovered that the client unfroze on 6/1, which is the same day that the $5 freeze payment was set to draft. When you have a frozen membership and choose to reactive, you will pay a prorated amount for the rest of the remaining days of the month. With the client unfreezing on 6/1 and there being the full 30 days remaining, they paid for the full month of June which was the price of their membership at a $49.99 rate, which is $54.99 after taxes. Our payments draft the 1st of every month, which is why the client was charged the $5 freeze charge as well. When they unfroze, the $5 they paid to keep their account frozen was returned as a credit to the clients Sun Tan City account, and they used this to purchase product on 7/23. Unfortunately, we will not be able to refund the $5 freeze payment as this was used towards a lotion purchase. We will also have a Customer Service Representative contact the client to explain this in detail to eliminate any confusion. 

  Thanks! 

  Customer Answer

  Date: 07/28/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The account was frozen for 5 days.  It was not unfrozen on the first as they are stating.  It was unfrozen at least a week before the first in store with an associates help.  I used the $5 credit in store since there was NO WAY THEY WERE GOING TO ACCEPT THEY DOUBLE CHARGED me and refund the money.  Also, the website says that the "frozen" amount would be deducted from the first month once reactivated and clearly that is a lie!
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 07/28/2025

  Good Afternoon! 

  A Supervisor has attempted to contact this client today and left a voicemail to discuss their account regarding the client being under the assumption that they were overcharged. The membership was frozen by the client through their online account on 5/12/2025. On 6/1/2025 (after the $5 freeze charge had already began the draft process since our payments process the first of every month), the client unfroze through their online account. The $5 that the client paid on 6/1 was placed as a credit to their account which they used for product. The $54.99 was the cost to unfreeze their membership. This client was not double charged, and they used the $5 in freeze credit towards a lotion purchase on 7/23/2025. When a client unfreezes and the recurring $5 they paid each month to remain frozen is more than what their membership payment is, the membership payment will draft from the credit automatically. Since the client was frozen for only 1 draft process and the credit was $5 and not enough to cover their monthly payment for their active membership which is $54.99, the $5 was not credited towards their monthly draft. Instead this client used the $5 we refunded them from the freeze charge on lotion. If they have any further questions regarding this, we ask that they return our call so we can further explain and answer any questions they may have. 

  Thanks! 

  Customer Answer

  Date: 07/28/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I asked for the $5 to be put towards the membership and was told they do not allow partial payments.  I was on "Chat" which was the only option to talk to anyone about this issue and asked repeatedly for a phone number to talk to a supervisor and that request was ignored.  They only reach out today because I filed with the BBB.  Also, I am at work and am not allowed to take phone calls during the day!!  I UNFROZE my membership before the first and in store on Flintlock!!  There is no accountability with Sun Tan City at all!
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/09/2025

  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 purchased a month of tanning for SUN TAN CITY during a promotion in April for the month of May. This was the only month that I was aware I would be paying for. I just found out that I was being charged every month which is now for the months of June and July that I was not using. I have contacted the company and told them I did not agree to this and need a refund due to not having the funds for this. My membership was canceled in May and had to be canceled again due to them over charging. And now the company is refusing to refund me. Please help!

  Business Response

  Date: 07/10/2025

  Good Afternoon! 

  This client signed up for their membership online on 4/22/25. When a client signs up for a membership through their online account, they must acknowledge the membership agreement that states that our memberships are open ended, and if you wish to no longer tan, a cancellation must be conducted as they do not cancel on their own. A monetary refund was initially denied due to their being a signed membership agreement on file. Due to the confusion and in hopes to have this client return to use our services in the future, we have accommodated the clients request to have a refund for the months of unused services they paid for but did not tan. 

  Thanks! 

  Customer Answer

  Date: 07/16/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any notification of the refund or refund as of today 07-16-2025. Once I do this will be resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 07/17/2025

  Good Afternoon! 

  This refund request was submitted on 7/10 for the client. We will need updated credit card information to move forward, and a customer service representative attempted to contact the client for this information on 7/10 at 2:33pm. Unfortunately we were unable to get ahold of the client and were also unable to leave a voicemail. Due to this, we emailed the client requesting for them to give us a call back on 7/13 at 3:26pm. Once we have the updated refund method, we will get this processed. 

  Thanks! 

• Initial Complaint

  Date:07/09/2025

  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.

  In approximately February of 2025 I purchased a tanning package for my daughter that was advertised as being 30 dollars a month. From February until May she used about 10 days total of tanning. In this time I discovered that Tan City was in fact charging me 59 dollars per month, not 30. July 8th I went in to close my account and they charged me another 59 dollars a week prior. They canceled my account and then said I would be charged one more time the following month. This is very unethical to take money from someone's account for services that are not being used, especially for a service that was discontinued. I would like the final two payments on my account reimbursed.

  Business Response

  Date: 07/10/2025

  Good Afternoon!

  We appreciate the account holder bringing this to our attention for us to investigate further. To do so, we will need additional information such as the daughters name, DOB, etc. A Supervisor from our Customer Service Department will be personally reaching out to this account holder to obtain the additional details needed to review this issue and offer accommodations for the inconvenience. 

  Thanks! 

• Initial Complaint

  Date:07/02/2025

  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.

  7/2/25 pending transaction on my checking account for the Murfreesboro location. I haven't been to this salon in over a year.

  Business Response

  Date: 07/07/2025

  Good Morning!

  This client froze on 6/22/2024 and selected the most number of months possible to be frozen, which is 12 months. The membership automatically reinstated intentionally as the membership freeze status had met its threshold for its ability to be frozen. The client was able to visit their local salon and make the desired membership adjustments and a refund has been submitted for July's monthly payment. 

  Thanks! 

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I absolutely did NOT freeze my account.  At the time they were charging 5.00 a month to freeze accounts and has since stopped the charge.  I have not been to this salon to tan since May 2024.  That came from the person on duty at the salon.  I know they ask you to sign paperwork stating you ask to freeze your account. I want to see my signature on that form.  I have frozen my account in the past but chose not too.  If they can provide my signed form I will let this go.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 07/11/2025

  Good Morning! 

  When a client makes a membership adjustment on their own through their online account, there will always be an email confirmation provided to them. They are more than welcome to check their records for this. At this time, the client has been successfully refunded and we have accommodated their request. If they have any further questions, we ask that they contact our customer service department. 

  Thanks! 

• Initial Complaint

  Date:06/12/2025

  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.

  05/02/2025
  
  Charges to my account for 109.90 and again on 06/02/2025 same amount even though I cancelled my account end of April after paying them for 2 or 3 months.
  I want the debt they say I have to pay before they will cancel my account. U can only cancel on the app or online and not on the phone with someone. I cancelled my account and they just ignored me and kept charging. App says I have to pay 219 or something and I have screenshots of my account status taken today. I don’t want their services and I was supposed to be able to cancel after 1 payment.

  Business Response

  Date: 06/17/2025

  Good Morning! 

  Reviewing this clients account, we do not see a cancellation performed on the membership nor an attempt to do so through the salon, our Client Services Department, or her online account. Her online account shows there was a log in on 3/14, and the next documented log in was 6/4 after May and June had already initiated a draft attempt to renew the clients membership. May and June's membership payments were unsuccessful which caused there to be a balance owed of $219.98 on the clients account. We have removed the balance owed at this time, cancelled the membership, and have sent the client an email confirmation of this. 

  Thanks! 

  Customer Answer

  Date: 06/17/2025

  
  
  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:06/11/2025

  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 purchase monthly VIP memberships at SunTan City for $89.99. The last purchase I made was on May 30. After a few days ( on the 1st of June) I saw that my account showed that I owed a balance of $89.99 again. I was confused by this being that I had just submitted a payment for a month membership. When I went in to talk to the staff at Suntan City, they informed me that my May 30th payment of $89.99 was for May. They said that Suntan City was recouping the monthly payment for May and that I would have to pay another $89.99to be able to tan in June. Somehow my account showed in May that I was all paid up and I tanned 4 times. Due to only tanning four times and the mistake Suntan City made showing my account was current the staff said I had owed the $89.99 that I paid on May 30th. This doesn’t make sense to me and I feel I am being charged an extraordinary amount given the circumstances. I was in the hospital from the time I last tanned in May until May 29th. No one at Suntan City explained that you had to freeze your account and despite saying you can do this on the app, you cannot. Therefore I had no idea that I was being charged for the whole time I was in the hospital. Suntan City is refusing to work with me or try to understand my circumstances….they just greedily want another $90. They aren’t willing to work with me on this and it is super frustrating and disappointing. I would like to be refunded for May and have that $89.99 applied to June being that it is mid June already. From here on out I know to freeze my membership if something unforeseen should happen. I am really trying to be understanding of Suntan City greedy policies, so I hope they will meet me in the middle due to the inconvenience I have endured.

  Business Response

  Date: 06/11/2025

  Good Afternoon! 

  Upon reviewing the clients account, the $89.69 that was paid on 5/30 manually by the client through her online account was for May's membership payment. This began processing on 5/1, as all of our membership drafts begin on the 1st of the month. When the payment was initially pending, the balance was not placed until the rejection notice came back to us and this was on 5/8. While the payment was pending, the client was able to tan on her membership and use the services. When the "resubmit" process began, the balance was removed while the 2nd attempt was pending, and with the balance once again removed she was able to resume tanning and use the services. When the resubmit attempt was also unsuccessful, the balance was placed back on 5/26. This is when the client then paid her balance owed on 5/30. A supervisor from our Customer Service Department will be reaching out to the client to discuss this further, as well as accommodation options from the client paying her balance due and the membership draft for June being 2 days apart. 

  Thanks! 

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t know how to submit a “manual” payment. I never submitted a payment via ACH and all were submitted by debit card therefore the charge would not “pend” it would either be successful or decline. The glitch was on Suntan city’s part and I was confused. I would be willing to accept suntan city removing the balance due for June and as they said to me on the phone, extend my billing date to August 1. I have been a VIP customer for many months now and you would think they would value my business.
  
  
  
  Sincerely,
  
  
  
  **** ****** ******

  Business Response

  Date: 06/17/2025

  Good Morning! 

  This client logged into their online account on 5/30 and manually paid the balance owed on their account. We understand the confusion of seeing the balance owed not knowing this was for May, and then June would automatically attempt to draft on 6/1. We are happy to inform you that the client was contacted by a Supervisor from our Client Services Department and the issue has been resolved, as the client's next drafted payment has been extended to 8/1 in place of 7/1 as an accommodation that was agreed upon from the client. 

  Thanks! 

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  To Whom It May Concern:
  I am rejecting Suntan City's recent BBB response. After speaking with a supervisor before receiving your letter, I was mystified by your proposal and no longer agree to it.

  My primary issue is your explanation of "pending" debit card transactions. Debit cards do not "pend" like ACH transfers; if funds aren't available, the charge declines instantly. I don't understand how it's my responsibility if your system showed my account as active while an issue occurred on your end.
  This is especially confusing since I paid last month's membership late. I was never told billing runs from the first of the month, not 30 days from payment. Why did my 30-day cycle start on the 1st after I unfroze my membership due to non-payment and inactivity? I shouldn't pay for a frozen membership; it should be prorated.
  I've included images of my usage days. I wasn't deceptive; I simply misunderstood your billing. I was unaware of any system display issues on your end, as I've already explained why a "pending" payment couldn't be my fault.
  I paid for the month I used and didn't use extra, unpaid days. I didn't knowingly tan when I misunderstood your billing or knew about your system display issue. Also, I looked into "Instant Level" memberships. They're $89.99 regardless of equipment quality. Example, the Dallas, PA location offers superior beds (e.g., KBL 7900 + Red Light with cooling mist). It's unfair to charge the same for a lesser experience. I've attached screenshots showing upgraded red light, massage chairs, and wellness options (Revive Pro IR Laydown, Revive Pro Lounge Duo, Rejuve, Beauty Shaper, Beauty Angel) and infrared options at other salons that I pay for but don't have access to.
  Given all this, and the lack of explanation about freezing/canceling memberships for payment issues, I request my recent $89.99 payment be refunded or applied as payment received on 8/1.
  Thank you for your consideration.
  
  

   

  Business Response

  Date: 06/18/2025

  Good Morning! 

  First, we would like to apologize for any confusion that our billing process has caused. We have explained several times to the client that when their membership payment declined, this attempted to go through a resubmit process. When this happens, the balance is removed while the resubmit is pending, and this allows the client to use the services. Ultimately, the client chose to log on to their online account and personally pay the balance due. Due to our understanding that they did not know that paying the balance owed for May would not postpone their renewed membership draft for June on 6/1, we opted to extend the clients draft date to 8/1 so they do not have to pay for July, which has given the client a free month of VIP All-Access tanning. We understand that the client is reviewing our other locations to view their membership pricing. Franchises, like the one the client tans at, are able to set their own price points as they wish. Unfortunately, the client is viewing a franchise in a different state from theirs that has a cheaper VIP option, and a different variety of spa equipment than the one that they tan at. As the client has used the services each month, there is not a prorated amount that they are owed. However, as stated previously, we have chosen to extend the clients draft date to allow them a free month of tanning to accommodate any confusion regarding the draft process. The clients request for a refund or an additional extension so they are not drafted on 8/1 is a request for a total of 2 months of free VIP tanning. Unfortunately, we cannot accommodate this request. If the client has any further questions regarding their membership, our draft process, or the denial of an additional free month, we ask that they contact our Customer Service Department directly. 

  Thank you 

  Customer Answer

  Date: 06/18/2025

  
  
  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:06/05/2025

  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.

  Signed up in late April for one month. I was very clear that I did not want a membership, and only wanted service for one single month. Associate assured me that I would only be charged for the month of May and that no other charges would come through after that. I was charged $34.79 on 6/3. I spoke with ******* in customer service who explained that they do not provide refunds and that the only thing she could do was provide feedback to the location I went to.

  Business Response

  Date: 06/05/2025

  Good Afternoon! 

  Reviewing the account, the client contacted our Customer Service Department today requesting a refund for the month of June as they did not want to use the services. When the client signed up on 4/19/2025 for a monthly membership, they paid the prorated amount to join for the rest of April. On May 1st, they were drafted a full months payment as they renewed for the month of May, and they continued to tan. If a client does not initiate a cancellation for their membership either at their local salon, through their online account, or our Customer Service Department, the membership will continue to renew as the memberships are open ended. We see that the Supervisor she spoke with today submitted a refund request as a courtesy after the client denied a Glow Card for in-store credit or to continue to use the services for the month of June. 

  Thanks! 

  Customer Answer

  Date: 06/06/2025

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

  I do not want an in-store credit because I will never use it. I will never go to any Sun Tan City again. I just want a refund.  

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

  Business Response

  Date: 06/06/2025

  Good Morning!

  Per our previous response, a monetary refund has already been submitted for this client due to them denying a Glow Card for in-store credit or to use the services during the month of June.

  Thanks! 

  Customer Answer

  Date: 06/07/2025

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

  I don’t not want in-store credit. In-store credit is of no value to me. I simply want a refund  

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

• Initial Complaint

  Date:06/03/2025

  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.

  I signed up for 1 month of tanning and paid upfront May 2nd, . I used their services for the 30 days. On June 2nd $113.74 was automatically taken from my account without my consent. When I went to the store to ask for a refund they refused. They also refused to give me the contact information for the manager or store owner. They had me sign a cancellation form but stated they will not return my money.

  Business Response

  Date: 06/04/2025

  Good Afternoon! 

  We have reviewed the clients account and will be having a Supervisor contact them directly to further explain their membership, their membership agreement, and discuss refund options as we are eager to resolve this issue for the client. 

  Thanks! 

  Customer Answer

  Date: 06/04/2025

  
  
  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:05/12/2025

  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.

  The website and app constantly have issues with incorrectly overcharging. I have proof that I purchased a 19.99 tour and I was charged 27 dollars. When I contacted support they just tell me they refuse to refund me and falsely claimed I used my pass (5 visits) after only going to 2 visits. They refused to put me in contact with a supervisor, they lied and said they don't have the ability to see what credits I have on my account, and they lied saying I wouldn't be able to get the 19.99 promo while it was literally advertising it on the same screen as the chat where the support rep was lying. I showed her this and she continued to double down on the lie, insisting any request for a refund would be futile and not worth my time. Despicable.

  Business Response

  Date: 05/12/2025

  Good Morning! 

  This client contacted our Customer Service department on 5/9 stating that he was overcharged. A representative was able to break down and explain that in March 2025, he purchased the $19.99 Tour of the City promotion, which you can only do once in a 365 day time frame. He purchased the $24.99 Tour of the City through his online account on 5/8, and this is why he was charged $27.89, as his states taxes are also applied. He then went into the salon to tan in the Instant Bed on 5/8 and 5/9 as the package he purchased does include 2 UV sessions, 2 Spa, sessions, and 1 Sunless session. The service used for the two Instant tans is a total value of $58.00. In conclusion, the client purchased this promotion through his online account, used the promotional package, and a refund has been denied due to the services being used. Due to any confusion, an All-Inclusive Courtesy Session was added to his account by a Customer Service Supervisor. 

  Thanks! 

• Initial Complaint

  Date:05/07/2025

  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.

  In early April at Sun Tan City, I was required to purchase a membership for a single tanning session. Despite confirming twice with the staff that I could cancel anytime before the next month and being pressured to use my bank account, I proceeded. On April 27th, I attempted to cancel, but the advertised "cancel anytime" option was nonexistent on their website and app. The chatbot directed me to the app, which also lacked a cancellation feature. My spouse confirmed this after a thorough review. Their business line recording stated no membership details would be discussed over the phone. My in-person attempt on April 28th was futile; an employee told me I had to wait until the payment processed. On April 30th, a different employee assured me my membership was canceled. However, the charge appeared the next day. Another location informed me they couldn't help until the charge cleared. Today, after the charge cleared, I was denied a refund because I supposedly didn't cancel before May 1st, despite my prior cancellation attempt. While they eventually canceled my membership for the end of May, I want a refund for the unwanted second month. Sun Tan City falsely advertises "cancel anytime" when there's no functional way to do so online, in-app, or by phone. I have proof of the inaccessible online cancellation methods and the phone line's message. I request a refund as I took all necessary steps to cancel before May.

  Business Response

  Date: 05/08/2025

  Good Afternoon! 

  This client was able to contact our Customer Service Department yesterday, the 7th. Confirmation was given to the client that the membership was cancelled, and she could use the services the rest of May. The client has been actively tanning on the membership this month, and due to this a refund has been denied. We want to acknowledge that we understand their frustration with the hardships they went through to get their membership cancelled, as this is not what we intend for our clients. Due to this, we have added an all-inclusive session to their account for the inconvenience. This session will grant them access to any UV, Spa, or Sunless equipment they choose and will not expire for two years. 

  Thanks!