Sun Tan City
Reviews and Complaints

9/6/2018
Franklin, TN location
Request a refund

I signed up for a month to tan for August 2018 and I made sure to confirm it would only be for the month and they said yes. I checked my bank account yesterday and saw I was charged for September month on the 1st. I have not tanned in the month of September and I am being refused a refund because paperwork was signed and I did not cancel when required. I cancelled it as of now but due to an employee of yours not specifying I had to cancel my membership, I am being told I am unable to receive a refund even though I have not even used it. Customer service was able to give me a gift card in place of it instead but it is still something I did not want and still don't want. Signing up for the original membership was not clear either and I planned to go to another tanning salon but now am stuck with Sun Tan City again because of this $77 charge on my card. Every other tanning salon I have been to does monthly memberships and then does not charge your card until you sign up for another month in store. I have never been to Sun Tan City until this past July when I signed up for August month and was not told a cancellation was necessary to not get charged. A company as large as this one should not be so selfish in being able to give refunds when they are justifiable. Through my account, you would be able to see I became a new member the end of July, signed for an August membership, and have yet to tan in September. If this wasn't such an expensive payment I wouldn't have cared but I was already pushed into getting the expensive $77 membership with them originally telling me it was $45 a month then telling me it was raised due to the level of bed along with taxes, a $10 sign up fee and an additional $17 for the month of July because all memberships start on the first. A refund would be much appreciated but if not I will make sure to include my poor reviews throughout websites.

I had a membership in Keene, NH in May, 2018. I signed up for a ONE MONTH tanning special. I was NEVER told it was month-to month and I had to physically go in to cancel. The "signature" I signed was through a digital machine attached to their computer. They NEVER let me or offered to let me read the actual contract. I was charged my May fee and moved home to MA. I was then charged $33 in JULY. I talked to Summer at STC customer support. She told me to send a picture of my license to her email and she will help me get my refund. I sent her my license to prove I do not live in NH and will not be driving 3 hours to cancel my membership. Summer did NOT cancel my membership like she said she would. I have just been charge another $17. I am THROUGH with this company. I have waited months for a refund. I will be going to my bank and will not be afraid to take legal action. EVA is the only worker who I felt cared. She cancelled my membership for me. I will never be going back to Sun tan city, they have stolen $50 from me. Shame on you

What happened to the awesome Sun Tan City? I'm furious about the new rules that have come around. This new "recommended time" is absolute [censored]. I'm paying for how long that I WANT to tan. I don't need some recommending a time to me and not being able to change it. I'm a fairly dark skinned female. I came to STC about a month ago. I came back 2 days ago and could only tan 5 minutes because I hadn't been there in a month. WHAT A WASTE OF TIME AND MONEY. IT IS SUMMER TIME. I'm outside getting a tan, not spending it inside a tanning salon. So just because I haven't been here in a month, I can only go 5 minutes when I'm already very tan? I only came here to get an extra boost before I go to the beach next week and it's 99 cent tan week. I want to be able to pay for the amount of time that I want to tan for. This needs to get changed or you will lose so much business. Other places don't even have a 24 hour rule, let alone will let me tan however long I want if I'm the palest person in the world. Once 99 cent tan week is over, I'm never coming back here unless the rules are changed.

I have emailed & phoned client services have yet to get a responds. I have left several messages over the past week. This is very poor customer service.
In my messages i gave my full name, phone number & detailed message. Along with emails. And when calling their store I was told it could be handled there. I went to the store and the employee there told me that it could not be handled there, that I would have to call clients service, after telling me on the phone it could be handled at the store. this is very unprofessional!

I unwittingly purchased a membership subscription from the Sun Tan City on Richmond Rd, in Lexington, KY when I came to the store on May of this year with a gift card I received for Mother's Day. I mentioned to the sales staff that I just wanted ONE visit. The salespeople working that day said that I had to purchase a package.

After filling out paperwork and handing over my credit card, the salesperson who initiating my account, said that with my free gift, my total for today was $115.00. I think I laughed. I then asked what I could get with the amount on the gift card. I think she said that the $40 would cover the registration fee and the "probated charge" for the current month. I signed up in the middle of the month, but I managed to visit the store for a total of four times in May.

I downloaded the app and before each visit, I checked the dashboard where it stated that I was approved for (1) visit. I stopped going when I saw that I would have to pay $27.64 for the next month's services.

On June 15th, I noticed that I got a charge for $27.64. I went online and noticed that the "mysuntancity" cite is either under development or completely useless. The only customer support available is a "live chat" tool which tells you to go on the website for support. Umm... I'm already ON the website? (The automated message while on on hold to the call center also says, "To freeze or cancel your account go to www.mysuntancity.com". Also, I noticed that you can request transcripts for the conversation that took place. The transcripts that were sent to me, were NOT the conversation I had where I clearly requested to be reinstated for the unauthorized charge.

I then called the store where I signed up. I ended up speaking to the same salesperson who registered my account. I asked her why nobody gave me a copy of any contracts or receipts that first day - or any day - why I was not told that if I didn't cancel by a certain day I would be charged, and why I was charged for services I clearly have not used. The salesperson tried to shame me for signing a contract and for not having sufficient funds when they attempted to charge me on June 1st. (I temporarily shut down my account, the funds were not insufficient, and it's nobody's business but MINE anyway - and if it was a primary credit card, how could I have survived fifteen days without money?!) After arguing with me for five minutes, she admitted that she's actually not authorized to do anything and told me to call [protected].

I dialed the number and waited about 5-10 minutes before I got through to someone. The person I spoke with said that there was nothing she could do, and that her manager told her to tell me to go ahead and tell my bank that the charge is fraud.

I was angry and intended to do just that, but I forgot all about it. Until July 2nd when I noticed another charge for $28.99 from Sun Tan City. I then made it my mission to not let this go. I called my bank, who said that this is not the first complaint they've received about Sun Tan City. I called the local store and the call center a total of 10 times in the past week. Four people I talked to promised that someone would get back to me and and have this issue resolved with 24-48 hours. Nobody from Sun Tan City has ever contacted me. I received one email from customer support, which stated that I needed to provide proof that I cancelled. Each time I have called, I have been asked to verify my first and last name, date of birth and address. Each time I have asked with whom I was speaking, I was only given a first name and nothing else for "security purposes."

On one occasion, Wed, July 2nd, a customer service rep told me that a manager would call me back by 10 pm that day. When I called the center around 7pm, I spoke to someone who sounded like they were under the influence of drugs. She hung up on me. Another agent told me that the manager had left for the day.

I called again yesterday. The agent who answered my call said that, "Someone will get back to me within 24-48 hours"- making this a total of five times that I've been given this promise.

I arrived at the Columbia, TN Suntan City at 8:50p, plenty of time to get a spray tan. I was told by one young man they were closed, and then he asked me what time it was and I told him 8:50p, and all I wanted was a spray tan. He went and asked another girl and she said no. So, do you close at 9p like your hours are posted, or do your employees get to shut down and leave when you have a paying customer that would only take five minutes to get their service that you all are to provide until your closing time of 9p, not 8:50p. I could have got my tan and they still would have had five minutes to spare. They were far too concerned about getting off early than doing their job. The young kids you have working there have no sense whatever when it comes to customer service and customer satisfaction which is both bad considering the services you provide dealing with customers. When my visit are finished I will be canceling my membership and retaking my business elsewhere. You are not the only game in town. You have employees who would rather chit chat among themselves or talk in a cell phone, or not serving your customers who pay for your services and expect you to stay open until the time you have posted of closing. Not ten minutes before!

I had frozen my account last summer. I spoke with someone via chat regarding how much it would be to open my account for this summer. A month later I receive a notificitation that money had been taken out by suntan city. I call and they tell me someone named Lauren had re-instated my account.. Long story short. I was told I would have to wait 24-48 hours to find out IF I get my money back ... they have to pull the chats to prove I'm not lying ... well it had been 2 days and I had not heard from anyone .. I call them and I'm told that due to being closed for the holiday that they are just now getting to pulling my chats and that someone would call me back. I waited 2 more days and I didn't hear anything so I called them. Someone answered and said they were having a hard time finding my account and asked me what I was calling about. I explained the situation again to this representative and she placed me on hold only to come back after I was waiting for about 10 minutes and hung up on me. I called back and the lines were saying they were experiencing a high call volume.

To my surprise money was taken out of my bank account when I have not been a member of Sun Tan City in over a year. I called the customer service and spoke with Tammy who's told me that the thumb prints did not match but somebody overrode that and some lady who is not even me open an account in my name using my bank account. Tammy told me to send an email showing my bank account statement. Which I did I have the email on my account. I have contacted the Maysville store twice and I have still yet to hear from a customer service representative. I would expect that this money would be returned my account immediately. And I would like all my information removed from the system of Sun Tan City seeing as my information is not safe stored in their computer. If anybody would bother to return my phone call it would be wonderful

In Dec I purchased a 3 month promotional tanning package at suntan city in West des moines, Iowa. My daughter Hannah Camacho (Perrigo) went and tanned and got severe bulb burns and her face and hands swelled very badly. I went in and told them that I wanted to cancel her membership do to this and they said that she needed to tan a little less time. The burn was very bad. I told them that they were no longer authorized to take money off my card for the membership due to this. It has recently been brought to my attention that every single month from dec-june suntan city has taken $46.39 off of my card. First of all, it was a 3 month promotion, second of all, I told them that they were no longer authorized and to cancel my membership. I have contacted my card company to file a dispute but I was advised to contact suntan city as well to make this right with me! The amount of money that has been taken adds up to be a significant amount. And suntan city can go in and see that my daughter has NEVER returned to their facility to utilize this membership due to the degree of the bulb burns and swelling up and down her body. I do believe that her membership number was [protected]. I wud like this money returned to my card in a prompt manner as it did not take suntan city any time at all to remove the money.
I am not fond of using email and would rather discuss this over the phone if there should be any questions needed answered by me. As there shud not be any questions cuz it is pretty cut and dry and can be verified by suntan city that she never returned. I would like immediate action taken on this matter.
Kathryn M. Garrison (West)
[protected]

I purchased what I thought was a month to month plan. When I wanted to cancel it, they told me I had to have 2 withdrawals before I could. I told them that the associate that waited on me said, if I wanted to stop after a month I could or if I just wanted to downgrade I could do that also. So I could have misunderstood that. I told him hem I would start the fast bed next month. My problem was with telling them I wanted to downgrade to just the fast since I couldn't afford anything else and had to do another month. They also told me I had to pay an extra $20. So I was tired of it and said ok.! What they did was cancel it immediately and then told me I couldn't finish my month in an instant bed and had to finish the month in a fast bed. I told them I paid a lot of money for the full month. They told me they switched it and they couldn't switch it back. I told them that since I paid so much for this 1 month I should get my last 6 days in an instant bed. They said sorry i couldn't. They gave me a 1 time Courtesy instant tanning bed. I want my 5 days of instant tanning! I paid for it and I told them I didn't want to start it until next month. Plus I actually joined past the first of the month. Please give me my 5 days of instant tanning. I have been a customer with you for quite sometime. I think I deserve it since it wasn't my fault!
Thank you,
Jo Ann Wheatley

I was upset that my membership level did not get changed for the next month because the employee failed to tell me that she couldn't make the change until she verified my credit card. I went to my car just outside the door to get my CC and when I came back in the employee was helping someone else who was signing up with a new membership. There were two other people in line ahead of me now because she couldn't wait 30 seconds for me to return with my CC. I did not wait because it was going on 9 PM and I figured it was okay because Sun Tan City has been getting membership fees from my account for months. When I called the 800 customer service number the person I spoke to explained that the changed wasn't made because they were unable to verify my CC info but the employee did not explain that to me when I asked her to change my membership. I called my local salon that same day, May 1, to complain and was told the local rep would be in the next day and they took my phone number so she could call me. I just received a voice message from someone by the name of Whitney, from Sun Tan City asking me to call her back. This is May 10, so she got around to calling me 9 days later. I will not call her back because now she is wasting my time. I have been a member of Sun Tan City for several years but after this month I will cancel my membership and will never join again. But I'm sure that will not matter to anyone at Sun Tan City.

To whom it may concern, My husband came in sometime in February 2018 to apply money to my account for my birthday. He said he did tell them Not to unfreeze my account because I was not ready to start yet. When April 2018 came I noticed that my BANK account had been charged another $84.30 and knew something was wrong. So this past Tuesday April 2 I went to my tanning place and explained the situation and the little gal there got corporate office on the phone. The girl on the phone said that my birthday money was gone for the month of March and the charges on my BANK account was for the month of April and I had not yet been in this year. She said they could not refund my money. I was very upset! I have been a customer here for years and felt like I was being ripped off. She did offer to let me have April and May but I never go for more than a month, never have. After going round and round I realized they were not going to give me my money back. I was shocked! You would think being a long time customer they would at least give me back the money they had just taken out. For me it felt like they were stealing my money. I am so disappointed and now all I can do is cancel my membership and go somewhere else.

I visited a sun tan city location on March the 20th and a few hours later, these blister type spots started appearing on my face. I took a shower and went to bed thinking it was just acne or something. The next morning I woke up and it was 100x worse so i went to a walk in clinic and it turns out it is a staph infection! I'm about 99% sure i got it from an unclean bed because several times i have seen employees just wipe down the bed real fast so they can get the next person in the bed. I'm not one to complain but this stuff sucks! I just wanna know the policy about cleaning the beds properly?

I am at the glenstone location in Springfield mo and I have waited in line for 10 minutes and waited for a bed for 30. The employee is not using her time to get the resisting customers taken care of. I also witnessed a fist time tanner have a really negative experience and the employee would not refund her money. I am a 5+ year tanner and I have never had this kind of experience. I'm considering cancelling my account due to this experience

SunTan City allows a customer whom harassed an employee, pressured her to accept narcotics in exchange for lotion, to continue to visit this employee's place of work. Always late at night. They refuse to protects, investigate, take action, worn the customer to stop his actions, or ban him. Sun Tan City does not believe the employee, they demand proof. A career criminal is now welcome to visit every Sun Tan City with the blessing of the leadership, even while they entertain his resume to work there. Unresolved, and legal action continues.

I went tanning today as I have gone every day for almost a year. Today I went to push the start button and the button was pushed in and as I touched it I got shocked. I went to the girl working to tell her and all she said was thanks for letting me know. I cannot believe thats all I was told. I could have been electrocuted. I am now leaving this complaint and contacting customer service. I have noticed some of the new people working there have been very rude, no nice great and dirty looks. I feel like I am bothering them when I walk in. Not sure who does the hiring but they sure should train better. Today was a serious issue that I cannot believe the response I got from the lady working.

I have been a customer of Sun Tan City for over two years now. I have the unlimited package. I have been very happy with all the employees at this location until the last 4 months or so. This will be my second time complaining regarding a certain employee. The first time was to the manager Maddie. Nothing to my knowledge was done about my concern with this employee. This time after my experience with the same employee, I decided to contact the corporate office. Both times I have been rudely treated about coming in 30-40 minutes to double dip. My daughter will come with me, she is an employee of STC, she has been told she can not tan because it is too late. We both check in online. This young lady, Alexis Evans, needs to be taught customer service. She makes my experience so bad, I am considering driving 15 minutes out of my way not to have to deal with this employee. I hope a manager will consider talking to this employee. If I do not see a change, I will tell other customers how my experience has been. If the saying stands in customer service, "The customer is always right." This is a great place. I just hope one employee doesn't ruin the business.

I lived in Tennessee for the summer and got a membership. I paid with cash, but there had to be a card on file. Before I left to move to Ohio, I went online to cancel my membership but it showed I did not have a membership to even cancel. Two months later they withdrew $225 from my account and will not refund me. Only option I was given was half the money in my account and half in a gift card as a "curtesy." There are no Sun Tan City remotely close to me. This company is misleading, and I will never recommend giving them business to anyone.

Went in to spray tan today and went over the options with her very clearly. I usually do the clear spray, but asked for bronze this time because I had an event to go to in a few hours. I asked for the double legs as well, with clear spray because I didn't need double bronzer on my legs. She did the opposite. When the machine started it said clear spray for my full body and bronze on only my legs. Wasted hours of my time showering and tanning at home on my own.

I work at the local hospital and I went into suntan city closest to them on my lunch (I have the fast bed membership) and requested to have the fast bed. The woman at the counter rudely replied with hmmm we don't have fast bed here and I replied with oh I have tanned here before she Rudely said look I'll waive it this time but unless you upgrade your membership you can't tan here. First of all how is it my fault you guys don't have a fast bed at that location? For me tanning on my lunch break is the easiest way for me too considering I have a toddler. I did not appreciate how rude she was. Then I asked her about my free spray tan I received when I signed up and she said I didn't have it anymore and couldn't tell me anymore info. How does my spray tan just disappear? I was highly unsatisfied and felt like I had terrible customer service.