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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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M
12:03 pm EDT

Sun Tan City membership

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

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A
8:14 pm EDT

Sun Tan City overall company rules

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.

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8:42 am EDT

Sun Tan City client services

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!

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J
1:32 pm EDT

Sun Tan City unauthorized credit card charges, lack of customer support, shoddy technology, impossible to cancel

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.

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D
9:51 pm EDT

Sun Tan City employees and closing time.

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!

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J
7:13 am EDT

Sun Tan City account reinstated without permission

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.

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1:25 pm EDT

Sun Tan City money stolen from bank account

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

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K
2:11 pm EDT
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Sun Tan City tanning promotion

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]

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J
2:29 pm EDT

Sun Tan City changing from my paid instant before month was up

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

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3:39 pm EDT
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Sun Tan City request to change membership level did not happen

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.

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Update by Cathy Newton
May 10, 2018 3:41 pm EDT

Sun Tan City customer service has a lot to be desired.

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10:01 am EDT
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Sun Tan City overcharging me

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.

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K
10:41 pm EDT

Sun Tan City unclean beds

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?

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4:57 pm EST
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Sun Tan City employee

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

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12:20 pm EST
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Sun Tan City employee safety

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.

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1:45 pm EST

Sun Tan City complaint

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.

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10:38 pm EST
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Sun Tan City an employee of sun tan city west town

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.

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10:08 am EDT

Sun Tan City membership

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.

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4:36 pm EDT

Sun Tan City spray tan

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.

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1:46 pm EDT

Sun Tan City fast tanning

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.

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4:23 pm EDT

Sun Tan City ex - employee/ how I was treated

Hello My name is Mandy Marshall and I was a STC employee for a year. I first want to start off by saying I never called out of work, and I was never late, and always kept my sales performance high. This email is not coming from a disgruntled place on my end, I just want the truth of the Salon Director and District Managers unfair, and favoritism ways to be known.

I terminated my employment with STC because of the very serious lack of management, and due diligence from our DM on very serious issues and situations.

I was at home one night after working at STC the exact date was June 1st, 2017. I worked a mid-shift with two other employees. My shift ended, then I went to tan, and left the building. After getting home I received a phone call from another employee- Macy Paramour, stating that our salon Director Serena Pop was planning to fire me the following day after my shift, and before the monthly meeting. Then it was brought to other employees knowledge of Saran's plans by Serena. Then the schedule of the following week was sent out to everyone except for me, with the expectation that I was not to be shown the schedule because Serena the SD did not want to find out she was going to fire me. I am just trying to understand why this behavior is OK? Why does someone is management get to tell the entire staff that they plan on firing someone before the person they are firing even gets told by management? I am a business management and marketing major in college, and I have gone over a lot of laws of business and this is a HUGE NO-.

Sarina Pop has continued to show such poor lack in leadership and will only show favoritism to the ones that buy her food and coffee, run her errands, and be her chauffeur. I have personally have witnessed Serena Pop the SD steal toiletries, laundry pods, versa towels, lotions, and gloves. She told me to please not say anything, and to not judge her. It always made me very uncomfortable to keep these things from our owner the Salon because I do not think Malissa would have put her in that position if she knew Sarina was doing those things. We all as a whole were always threatened to never go to Malissa or Victoria about things because we would be the ones to get in trouble and get wrote up for going over Sarina's head. So now that I am no longer with the company I feel it is the right thing to let the company know what kind of person they have running their business.

Sarina Popp the SD will only show any kind of advancement to the ones that she can benefit personally from. I told her on more than one occasion that I was not going to continue to buy her lunch or her coffee and she time and time again would push for me to buy her stuff. She would go on and on how her husband would steal all her money every paycheck and leave her with nothing to make me and others feel bad so we would buy her meals, and drinks.

I was offered the ASD position by Victoria and Sarina in March of 2017. I became a keyholder and did everything they asked me to do. When it came time to promote me they came up with false accusations and lies to keep me in a lower postion. They said I chased a new hire out the door when it was SARINA that did that, I witnessed Sarina stating she was going to let the new hire fall on her face because she did not want to train her anymore. When I took the time to train this woman she expressed to me how horrible Sarina was to her and was planning to leave. Sarina lied and said it was all me and I got wrote up for it. Then Victoria Tomeo and Sarina Popp made false accusations and lies that I got 5 customer complaint tickets in less than a month, when I asked to see the tickets they refused to show them to me. So I contacted corporate and talked to them about that specific situation they stated they have to show me the tickets if I request them to do so, they would just have to black out the names and client numbers. When I again went to Sarina and told her I wanted to see the client ticket complaints she again said I wasn't allowed to see them, and I told her I was going to go to Victoria, Malissa, and Hope with this, Sarina stated that I would get wrote up for going over her head to upper management.

I received another write up that stated that I made two other employees cry and physically shake in fear when they work with me. I was told their names, and that I would no longer be able to train new hires. When I talked to one of the girls about me "making her cry and shake in fear" she was really upset because she never said that, and is now my new boss at my new job. So if I am making someone cry why are they giving me a job? Sarina proceeded to tell me that I was not allowed to ask someone to not be in my personal space when I was on the front when dealing with clients, that is was unprofessional, and I received another write up for that.

Sarina Popp would miss count money in peoples drawers so they would constantly be short, and I myself on quiet a few occasions had my drawer be short at count in times and I would confront her and she said not to worry that the cash payments would balance it out. I feel that she would put me in these positions of lying to owners that she was stealing money, and letting the drawers balance out at the end of the night.

I myself found out that Kylie Troffeter was dealing drugs out of the salon by clients that I had come close with that Kylie was dealing to them. I brought this to Sarina, and she said since she didn't see it she would not be able to do anything about it. Sarina instead of telling the DM or the owners about this huge misconduct at work, Sarina instead went and told Kylie that I told her that I warned Sarina about it. This puts the salon in danger of being raided and getting into a lot of trouble. This puts others that work with Kylie on her shifts in a position to get in trouble as well.

Sarina was caught red handed by another employee-Macy Paramore going through my personal belongings- my personal purse, thinking that her sunglasses where in my purse. Which by mistake I had picked up her glasses up by accident because mine and her sunglasses were identical almost. As soon as I realized I had her glasses I returned them immediately. She had NO RIGHT to go through my stuff. All she had to do was ask if I had picked her glasses up by mistake and I would have checked and given them right back. I DO NOT STEAL. Sarina had left sticky notes all over the office that someone stole her glasses out of the office, and the whole while knew that I had them by accident after GOING THROUGH MY STUFF!

Sarina Popp has very poor lack in leadership and management skills. She plays employees against one another, and will make it really hard to move forward to do their job. She would show great signs of jealousy if she was not included on things and take it out on people. If someone was shown any kind of gratitude from the DM or Hope or the owner she would talk negative about that person and tell lies about that person to take away from any positive outlook on them. She will ONLY protect the ones that she benefits from personally not professionally. Ones that cover up her lies, deceit, and thievery will only advance.

Sarina Popp has from day one stole sales commission from me, lied to me, and played me against our DM. Sarina in my time there would continue to talk very negative about Victoria Tomeo in horrible ways to the entire staff, so when Victoria would come around the staff would not know how to be around Victoria because they were all scared of her. I myself would talk to Victoria and have pleasant converstions, and when Sarina would see that she put me in a negative light to Victoria, and others.

I feel that if Malissa the owner knew how Sarina treated me, and others she would not have put Sarina in that position. I had the priviledge of working with Malissa for close to 3 months, and I am going to go with she is put in the dark about so much bad behavior at her Durham Salon that her business will suffer greatly in the days to come.

I personally have no ill will towards Malissa the owner, Hope the relations specialist, and Victoria the DM. I just feel that they probably need to take a real closer look on how Sarina is handling the Durham Salon. Not just believe what they see, but really pay attention to what is going on. Since I started working there, the turn over rate was signifiacatly high, and the common denominatior is Sarina.

Sincerely,
Mandy R. Marshall

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Anonymoustime
, US
Aug 15, 2018 12:25 pm EDT

Sarina is, and always has been, a fantastic boss. Yes, we buy her food and coffee. Guess what? SHE DOES THE SAME FOR US. She has bought pizza and other forms of dinner EVERY time we close with her. She has never mis counted our drawers or gone through our [censored]. As far as her husband taking her paychecks, that actually happens. I’ve witnessed it first hand. Melissa, Victoria, and hope keep her there because she’s damn good at her job. If you weren’t good, well that’s on you.

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Use this comments board to leave complaints and reviews about Sun Tan City. Discuss the issues you have had with Sun Tan City and work with their customer service team to find a resolution.