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Sun Tan City
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1.7 104 Reviews

Sun Tan City Complaints Summary

18 Resolved
86 Unresolved
Our verdict: With Sun Tan City's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Sun Tan City reviews & complaints 104

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3:14 pm EDT
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Sun Tan City charged because of cancellation issue

I attempted to cancel my membership June 30th between 11pm and midnight. The cancellation wouldn't go through and when I checked online it said that customer services were closed at 11. When I went online the next day to cancel I received another error message but my cancellation went through the second time I tried. When I contacted customer service to take care of the charge on my account because I didn't cancel until the first they were very rude and stated they had no record of me trying to cancel online. When I told her I kept getting an error she said that the customer service was open until midnight on the 30th until midnight, when I stated that the website didn't say that she stated you can't cancel over the phone. After this cyclic conversation ended I asked to speak to a supervisor because I didn't want a credit I wanted a refund and she said she submitted a request for refund because her supervisor was busy and to check back in a week. If I don't receive a full refund sun tan City will be permanently losing a customer

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9:42 pm EDT

Sun Tan City beauty/cancellation

I have been a sun tan city member for about 2 years. The only time I have issues with them is regarding money (Either them pushing products on the client's or upgrading etc). Keep in mind I have been a regular customer with them. The only serious issue i've had is regarding my cancellation. I am moving to florida in 2 days and went in to cancel my membership so I won't be charged the full month for a service I won't be able to use. Apparently they will not cancel my payment (Even though it has not gone through yet) and will not "refund" me the charges because I cancelled after the 1st (Today is the 1st). The only other way is for me to prove I am moving to florida. I offered my drivers license as proof. They then informed me proof of moving would only work if I had an active membership. Since I canceled today they would not accept my proof... Even though the sun tan city consultant who cancelled my membership said nothing about proof etc and stated it happened all the time and "of course I could get it worked out". I am seriously disappointed in their current customer service.

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12:24 pm EDT
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Sun Tan City sun tan city

I am continuing to have withdrawals on my credit card for a service I am not using. Have attempted to cancel this but get no email confirmation. When I phone customer service, they tell me they don't have an email on file for me...odd. Attempted to phone business in Liberty direct only to get a recording. Called national number and got very unhelpful staff member. Online chat did not follow through with my cancellation request. This will be reported to the State of Missouri and Better Business Bureau. WARNING...Sun Tan City will continue to bill you even when you cancel. They will tell you, you signed up for monthly membership but when you cancel, they will continue to bill your charge card. Scam!

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8:13 pm EDT
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Sun Tan City customer service/ financial information

I have been a faithful customer for years and have had my monthly amount auto withdrawn from my bank account. Back in February an error was made at the salon and someone else's bank account information was added to my account, she was charged $32.99 for one month of my membership, I went into the salon, it was discovered and I paid my outstanding membership so I assumed everything was fine. However, May 1st, on my way to work, trying to get gas, my debit card was rejected. Logging into my bank I discovered that Sun Tan City took $392 from my account as opposed to the $32.99 that I have budgeted and this expected. In reaching out to customer service I was placed on hold for and back and forth for nearly an hour, I was promised by Chris in customer service that my money would be refunded immediately, he even took my debit card information so it would be a quicker refund, he told me if I didn't see them refund in 24 hours to call him directly! Well 24+ hours later and still no refund and mounting over draft fees, I called customer service and asked for Chris as I was told, after being in hold for nearly 10 minutes, lo and behold, he was not available. I demanded to speak to a manager and after being placed on hold for another 15 minutes I was told no and the only solution to my issue is to wait 7-10 days for my money? Seriously? No apology, no offer to make me happy, just shut up and wait.

Know that your financial information is NOT safe at Sun Tan City, their satisfaction guaranteed is a joke and customer service? Forget about it!

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9:24 am EDT

Sun Tan City credit card/account info/customer service

I signed up in feb for the 6 month tan package.in february I specifically asked about the summer months bc we have a boat and why would I tan in a bed... I dont. So I made sure to ask before signing up if I could freeze my account in may to july. I was told yes by the store manager at the location. Well. I went in today to freeze my account bc I was told to do it few days before the new month. So I did. Went in tried to freeze and was told I could not freeze my account... That I have to be active for 6 month before I can freeze... Okay wait... My package is a 6 month package.. Why would I freeze my account after it ends?! It's bs. I will be paying to tan this summer when I go to the lake every weekend... I was misinformed to get a sale. After my 6 months is done, it's done. Never will I go back due to this bc lying to a customer to get a sale is not a right business tactic.

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12:37 pm EDT

Sun Tan City bad customer service

I had a spray tan for the first time at suntan city in Brandenburg KY. The woman that waited on me was so rude and hateful! I had never done the spray tan before so I had a lot of questions. She acted like I was a nusiance and that I was bothering her! Also my daughter was with me and when the woman finished explaining the process to me, which was very informative, she went to the front of the store and said " I just hate dealing with stupid people! My daughter heard this and proceeded to inform me after my session was done. She was going to tan today but decided not to due to the remarks and rudeness of this employee! I still have 2 sessions left but it will just be money wasted because I refuse to give anymore of my time to rude individuals who don't want to do their job...

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7:32 pm EDT

Sun Tan City free spray week

Free spray tan week can be very frustrating for spray tan regulars. Long wait times with 1st time tanners and machine breakdowns due to increased traffic.

Understand that this promotion is critical to your marketing efforts. However, would you consider letting your highest tiered clients with annual spray tan contracts have priority over new and non paying clients.

I tried spray tanning 3x this week at 3 different locations Springfield. Wait times were 1.5, checked in and came back, still had 4 people in front of me. Different location both machines down. 3rd try, checked in and returned, still a back log due to 1st time tanners

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4:12 am EST

Sun Tan City tanning bed complications

I have been tanning with this company, Sun Tan City for a year and never had a problem till yesterday. I checked in around 3:00pm and they set me up with bed 3 for my session. This bed has had a problem with not starting for a few months. I called the front desk for help. The first time the said there was a 3 minute delay. I waited 4 and tried again. Called a second time and they told me to press the button harder. Tried that and still didn't work. They covered the mouth piece on the phone for a while so i got fed up and got off the phone, got dressed, and left since I was now running late for work. On my way out the male manager told me to have a nice day instead of trying to solve my problem. I dont understand why they couldn't give me the other bed that was open in the first place like the lady on the Saturday shift did or gave me a new bed after realizing it wasn't going to start. I believe this is the last month on my membership and now I dont know if I'm going to renew it.

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10:31 am EST

Sun Tan City automatic monthly credit card charges

On February 21st I paid cash of 21.99 at Shepherdsville location for a month Fast Level tanning package. The employee asked me for my credit card information, which I had reservations about, but I was assured there would NOT be a charge to my card that day OR forthcoming months without my verbal consent. When I asked her the reasoning for needing my credit card she told me it was, "simply the policy of the company to have my cc information on file."
***The automatic monthly cc charge had been a deterrent for me in becoming a member with STC in past years, so I was pleased that I could now pay cash monthly and not have auto-payment.
On March 6th, I went to a new STC location in Mount Washington, KY. Upon inquiring about the end date of my month tan package, I was informed that on March 1st my card was charged 21.99. NOT WHAT I AGREED TO!
I was not happy that my cc was charged w/o my consent, even more so, it was 2 weeks BEFORE my first month was to end! After consulting with two STC stores' employees, I was directed to the Customer Service #.
This morning, March 8th, I called the customer service number and Chris G was my representative. He was very helpful. There was apparently miscommunication between myself and the STC employee. (I am still not sure who was originally in the wrong, myself or the employee) BUT although he was not willing to reimburse my credit card, Chris did offer to extend my membership for two months free of charge. He assured me that my cc would not receive a charge until June 1, 2017, if I choose to remain an active member.
I was pleased with the service Chris G offered to me. I am hopeful his word of suspended cc payment will stand and there will be no further charges applied to my card until said date.

MY TWO CONCERNS:
1.) I was asked if I still had a paper receipt of payment when I paid cash. I have had over a half dozen cash transactions with the STC in Shepherdsville in the past and have never been given a paper receipt for any transaction. This may be something management needs to address.

2.) There has been no change in policy of auto payment. So why was I under impression that there had been? I walked away thinking 19.99 was the price for Fast Level/ one month package and NO LONG TERM COMMITTMENT. There needs to be a written agreement given IN HAND and ON PAPER to new customers to clarify the membership agreement.

Side note: I love the new STC in Mount Washington, Ky. The location is spacious and even the Level 1 Fast beds are great! I am surprised and super excited about the free sunless tanning offer that is currently being promoted this week.
Again, just wanted to give a shout out to Chris G for his prompt and adequate response to my complaint! Thankyou for taking the time to listen to my concern and making an amends that we are all satisfied with. I am looking forward to being a STC customer for years to come and am pleased with the attention my issue was given.
I hope this complaint form is given the proper attention needed to avoid the same problem I have experienced happening to future customers. This very issue is the reason I had been hesitant in becoming a regular customer with Sun Tan City in the past. What if I did not have the money in my account to cover the charge? That would have been very embarrassing to me and cost even more money for over draft fees. I can assure you that if that were the case, I would have made it a point to never tan @ any Sun Tan City location again. I love the service and tan that I have received at both locations and to lose me as a customer due to this issue would have been a shame.

Megan A Engle

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11:07 am EST

Sun Tan City customer service

I phoned store on Mudd lane, Hillview KY to inquire about the fast bed pricing, I was on hold repeatedly, I understand they are busy, but the rep was not pleasant at all. Got the requested information, the proceeded to drive up, only to be told on arrival that ALL the fast beds are out of service, I asked about when they expect to be back in service was told no idea, depends on when service technician repairs, asked about upgrade, told had to pay for upgrade. Needless to say I left, had I been told by phone the beds were out, I would not have made the trip. I phoned customer service, was on hold for 20 minutes, no answer, I gave up! Your customer service leaves much to be desired! Now looking at going out of my way to tan!

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7:26 am EST
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Sun Tan City tanning services

On jan 16, 2017, I arrived at 7:45am cst for a tanning session at this salon. I noticed that there were no lights on at all, and since I have personally been involved in 8 other instances when employees failed to show up, I called the corporate office at 7:56am to report that this salon did not appear to be able to open at 8am, scheduled opening time. They told me that I had to call back after 8 to give the salon s chance to open. I called again at 8:05 and they reported it. They told me to give the salon an hour. I called again at 8:50am to let them know that nobody had arrived. I called again at 9:10am and they just said that they are aware of the situation but couldn't reach the supervisor. That should be enough time for anyone to bs called in and open the salon, but as of 9:20am, no employee has arrived. Terrible, terrible customer service as this happens many times. They don't offer anything except a token tan that can't be used if you have a monthly membership! I use this place only because I truly love their instant beds, but they treat their long time customers very very poorly.

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6:27 pm EST

Sun Tan City everything

I went last week to pay on my account.. $29 for the faster bed.. then I went to a different location here in Nashville, tn and was told I owed $29 more.. I wasnt even told at the last one that it was for last months... then the location I was at today it was very nasty and the worker was rude and didnt help at all. Old hickory blvd hermitage, tn! Needs to be shut down! Sucks because thats the closests one by my house now I have go across town to be taken care of the right way! Absolutely ridiculous! My bed was disgusting.

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4:41 pm EST
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Sun Tan City service

Hello, I am a regular at Sun Tan City in Winchester ky. I love the deals and the employees were always making me feel at home. Well about a week or 2 ago I had used a $100 bill on a $33 total at Sun tan city. My change would have been $67. Well the store clerk did not count back my change and just handed it to me. I did not think anything of it because I have never had a reason not to trust the crew before and I'm very familiar with everyone there. But when I did count my change to put it in my wallet I noticed it was just $47. I confronted the girl at the counter who waited on me and she said there was nothing she could do but she would let the manager count the drawer and the next time I come in see if he drawer happened to be over. Well I went to sun tan city the next day and I asked the very same girl if the manager noticed my missing change in the drawer and the girl said no. She stated her drawer was right. That is impossible. I had no other money but that money and I wanted to bring this matter to someone more professional that could please help this get resolved properly. I am extremely upset at this incident. I thought very highly of this business. What can I do to get the help I need in finding out if this person is doing this to all the costumers or if it's the while store robbing people. Please contact me with a solution or your thoughts so I can move on from this. Thank you for your time!

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9:38 pm EST

Sun Tan City the workers

First of all the workers are very rude and do not know how to talk to customers. Secondly, they have done this multiple times when I ask to be put in a bed for a certain time they have just done the full amount. When you ask a worker to put you in a bed you don't think you have to keep checking the time to make sure so I didn't and now I am very burnt and it is ridiculous.

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2:52 pm EST

Sun Tan City customer service store managers

The staff at sun tan city are all incompetent, no brain, trash. They steal your money and act like they can never refund you anything. I went in to specifically cancel a membership a week prior to the first of the month was guaranteed this had been taken care of come to find I am charged another 50 dollars and the store manager "doesn't remember me coming in" -- as if that makes any sense. Terribly run company.

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9:16 pm EDT

Sun Tan City customer service/policies

I purchased a sunless tanning package. I received two sunless tans a month. I didn't use these in the winter so they built up so that I have 14 on my account now. I froze my account since I had so many. I thought I would use these and get them down before I unfroze my account. Then I find that while your account is frozen you can't use your sunless visits. I can't share them with my daughters. If I cancel I lose them all and the money I have already spent. This is a ridiculous policy since I have paid for the sunless visits. It isn't a bed so it is on my account.

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4:12 am EDT

Sun Tan City they haven't sent my card and no news from them

I paid for the membership on the website www.suntancity.com. I waited for the card and confirmation info, but these jerks simply ignored me. They haven’t provided any info and I still have no idea what to do now. I was upset that I wasted time and money. Please, post comments if you can help me. As well as share your views about this website.

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Missy Kaye Cowley
, US
Jun 09, 2016 7:07 pm EDT

What card are you referring to? I am an SD at sun tan city. If you want you can give me your name and DOB and I will look into this for you. Or you can call client services at 1.877.362.1097
I hope we can get your issue resolved. So sorry for your experience

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3:30 pm EST
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Sun Tan City bad service,

Sun Tan city will set you up with an auto pay, and on it's customer service line tells you to just go in and cancel when you want. You can but you had better make sure they put it in writing. Just asking an employee and them telling you it is done apparently means that they will keep auto-deducting from your account. When I called to rectify this they would not refund even though it was 2 months after my last visit. They auto deducted 284.37 before I could get it to stop. The last part I called and they had already had a "hold" before the start of the month. That too was not able to be recovered. So the moral is get everything in writing! This place is a total scam, and if they get their money care nothing about customer service.

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KGH123
Harriman, US
Mar 23, 2015 11:28 pm EDT
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My account was cancelled after they took funds off of my credit card. I spoke to the regional manager about it and suggested they look into improving their policies around billing. The regional manager just smirked and tried to be little the situation. The horrible and unprofessional regional manager needs training on her customer service skills. She again (after taking my funds) cancelled my account; I fortunately know the CEO and Founder of Sun Tan City and contacted him. It is against the law to take people's money and not provide the service they paid for plus never gave a refund which is illegal.

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5:21 pm EST
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Sun Tan City Franchise partners/owners need to be replaced unfair treatment of employees and customers

This Sun Tan City was in the Top 10 Country Wide until they started playing head games with employees causing some to leave and some to get fired for stupid reason... They are a local franchise and do not report to the Corporate Sun Tan City Structure...

They treat employees like dirt promise promotions and raises and they will find a reason not give promotion or raise and take away privileges like tanning when employees fall below sales levels... The idiots that run this franchise do not realize or do not take the time to care and look at the schedules of when sales take place...

So they schedule employees to work opening hours or closing hours when they know or would know if they cared to look at sales analysis or past history... Sales for this location use to be Top 10 in entire Sun Tan City across the Country...

They will schedule employees to train employees to be TC=Tanning Consultant, ASD=Assistant Salon Director, SD=Salon Director in the hopes for those being trained to become a better employee or Salon Director so they can move up to get their own store...

But the back stabbing by the franchise owners/partners has caused such ill will... That if and employee wanted to leave to work for another location they have caused ill will across the region in other Salon areas as far as Raleigh, Cary, Durham and farther out that those stores would have to bring someone in a basically start from scratch as the Greenville, NC location has put there claws and fangs out to other store owners in the area that they take them to corporate if they even think about employing some from there stores... it is like black balling someone if they try to leave... The Greenville, NC location also has spread roamers above former employees whom have left about acts and making statements that are not true and the poor young ladies most of which are college students at East Carolina University leave to find another job and are bad month by franchise management they don't even know about it until reference checks... The Greenville, NC Franchise should and if i have my way lose the franchsie relationship with Sun Tan City unless the current franchise owners/partners change...

A law suit is being filed, to file and sued them for several employees wrongful termination, labor law violations, health concerns, discrimination against Gays, Lesbians, Transgenders, Transsexuals and Alternate Life Style employees and customers.

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7:17 am EDT
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Sun Tan City I approve of stc

I was trying to find out some information regarding if I had purchased a Tour of the City package at one location, would i be able to use remaining credits at a different location...? I came across this website and figured i would check it out...but then seen all of these nasty comments about this business, and alot come from people who have never tanned at STC before! It blew my mind that people actually have opinions of something they have never tries for themselves...i wonder if they actually have a brain of their own! I, myself have tanned at STC only in Maysville, KY...they have never been pushy with their products, and I have NEVER EVER had to wait for a bed OR the versa spa! EVER! Im not sure what kind of conspiracy is going on here, but if you have not been to STC yourself, and are thinking y, please go check it out for yourself before making a decision...and also, just to clear this up...i am NO big time STC corporate business person trying to get in a good word for them. I am just a small town country girl who likes STC, and their beds are AH-mazing!

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erica walls
saginaw, US
Mar 04, 2015 8:28 am EST
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Yeah, I liked them too until I quit tanning there after relocation. And they still charged after I canceled, all money was never refunded. Truthfully, it sounds like you work there.

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