Complaints

This profile includes complaints for Sunscape Tanning Studios's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sunscape Tanning Studios has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sunscape Tanning Studios

  415 Helmecken St Vancouver, BC V6B 2E6

• 

  Sunscape Tanning Studios

  700 2601 Westview Dr North Vancouver, BC V7N 3X4

• 

  Sunscape Tanning Studios

  9 121 Brew St Port Moody, BC V3H 0E3

• 

  Sunscape Tanning Studios

  103 2020 Oxford Connector Port Coquitlam, BC V3C 0A4

• 

  Sunscape Tanning Studios

  340 19800 Lougheed Hwy Pitt Meadows, BC V3Y 2W1

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:03/04/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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 visited their ************** location for the first time on 2025-02-15 A friend and I went and each paid for time in the tanning bed We each went to our private rooms and my bed was not functioning. There was a fan that was screwed into the wall that wasnt functioning and the light wasnt functioning properly. The staff member couldnt figure out what was wrong at first, and by the time she had figured it out we had wasted a fair bit of time and my friend was already done with their session. The attendant stated they are not allowed to to give refunds and I had to contact their head office regarding the issue. I have filed formal complaints to the company and followed up via email and phone with no response.

• Initial Complaint

  Date:12/03/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 canceled my membership in person at the end of May 2024, settling my outstanding balance in a lump sum as instructed by the manager. I was told I didnt need a copy of my cancellation form because it would be filed on my account. Despite following their process, I continued to be billed. When I tried to resolve it with head office, they gave me a settlement amount of $261, even though I hadnt received any further services. When I went in person to pay, the employee refused to honor the agreed amount, demanding $312 instead and refusing to provide a cancellation form unless I complied. Even after showing the email confirming the $261 settlement, they refused to acknowledge it. To protect myself, I had the employee put in writing that I attempted to settle the amount.Since then, head office has stopped responding to emails, and I have now been threatened with collections. This company takes advantage of customers through deceptive membership practices, making it nearly impossible to cancel while continuing to extract money under false pretenses. My bill should be zero, as I was told in May 2024 that my membership was canceled after completing the process in person. Ive wasted six hours going in person, plus time and gas money, while they continue these deceptive tactics. Many negative reviews confirm I am not the only one being scammed. They claim they arent operating under the Consumer Protection ****** a resolution, I request:1.Immediate Cancellation Confirmation Written confirmation that my membership was canceled as of May 2024.2.Refund of Unauthorized Charges Since I followed their process in good faith.3.Removal from Collections With written confirmation that I owe nothing further.4.Policy Review and Change.5.Formal Apology.

• Initial Complaint

  Date:14/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello,

   

  Thank you, please see the third party letter from ******* *********. Kindly let us know if you need anything else.

   

  Warm regards,

   

  ******** *********

• Initial Complaint

  Date:14/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Sunscapes is trying to charge me over $905.49 after I have canceled my membership and refuses to contact me regarding the matter. I have tried calling at the store level, I have tried emailing multiple contacts to discuss the matter and they continue to charge me a monthly fee after I canceled my membership.

• Initial Complaint

  Date:17/10/2024

  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.

   
  Complaint: 22437291
  
  I am rejecting this response because:

  1) No emails were sent to me over the period of my membership.

  2) Only 2 calls were made, one of them mentioning that my account is going to collections. So, the only time I was communicated regarding this matter is ONE time.

  3) When trying to communicate in October after getting a call, the business did not understand my concerns and how poor their communication with me was. The business decided to provide different prices and bills that I have to pay totally confusing me.

  Lastly, once a bad review was sent from my side and a complaint was filed. The Business has stopped communication. Did not respond to emails.

  Please refer to photos attached.

  I truly hope this matter gets solved. 

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

   

  resolve the situation. This business has been dishonest and unprofessional, and their behavior feels like a scam.

  Business Response

  Date: 04/11/2024

  The client has been provided a copy of the logs showing the calls and emails sent regarding their declined ********. All charges were done in accordance with their membership agreement, and multiple extensions were provided to assist with brining the account up to date that was over many months overdue.  The account has been settled and closed.

   

  SunScape Accounting

• Initial Complaint

  Date:30/07/2024

  Type:Customer Service 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.

   
  Complaint: 22058879
  
  I am rejecting this response because: ******************* has my phone number and email address.  I have not received any reply from them.  They have sent here to the BBB a *** of a supposed email chain, that never reached my inbox.  My email is correct as ************************* and my phone number is also on the email I sent on March 14th and is correct.  My telephone number continues to be ************.  Please let it be noted that after the so called responses from Sun Scape in March 2024 I was still billed illegally out of my account for more charges.  I had to change my bank info to put a stop to the illegal billing.  Please see attached the email chain that I sent with no response from Sun Scape or *******************.  I find the *** that Sunscape provided to the BBB to be suspicious, as it does not look like it has been saved from an email box.   

  If the owner of Sunscape, ******************* was really interested in solving this matter they would have done it by now.  

  For this matter to be closed I would expect someone to reach out, either by email or telephone and just do a refund.  Then I would feel comfortable closing this matter

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

  ot no response so over a week later I emailed again. Still no response. To add insult to injury this business illegally kept charging my bank account on random days random amounts. As I knew trying to contact the company was useless I had to change my bank card number so they could not access my account any longer. This company is corrupt and acts illegally. As I never signed a contract and immediately contacted the head office with the situation I would like my money back for a service contract I never entered into. They charged my bank account illegally with out permission. $94.08 march 14 $74.32 April 1 $99.32 May 13 ******************* is listed as the owner of this business and it is a shame and embarrassment to them. I have since read the reviews of this company. Its scandalous. How many others has this company scammed and they dont bother to defend themselves or leave a review.

  Business Response

  Date: 09/08/2024

  Hello,

  Please find attached a copy of the multiple replies sent requesting confirmation of the best email address to send an etransfer refund.  We did not receive a reply.

  Regards,

  SunScape Head Office

  Customer Answer

  Date: 15/08/2024

   
  Complaint: 22058879
  
  I am rejecting this response because: Sunscape and ******************* have my email and are welcome to send a refund to that email address.  *************************   They also have my phone number and can receive and e-transfer there as well.  I have never had an email from this company regarding this issue.  Never did they send an email in response to my emails regarding this issue.  When I see the refund then I will close this matter.  

  I do not carry a credit card, I have a TD "debit" card with a small **** icon.  It is a debit card.  The girl working at the counter didnt think it would work for the contract and I told her I would not give her my credit card.  She took my card and swiped it and the system accepted the card, she was surprised, as it wasn't a credit card, but a debit.  It was after she did this she presented me a contract to sign, I refused, and by written letter immediately I requested a refund from Sun Scape  .  The company kept illegally removing money from my bank account, even after they "supposedly" reached out to give me a refund.  Why should a person need to change their banking info to protect themselves from the predatory behaviour of a business.  Why does it matter if it was a **** or a debit card?  The facts remain.  The company policy is they dont accept debit cards, but it is company policy to keep charging a person for a contract that was never signed and that had received a written letter stating a refund was now required?  

  I have never felt like a customer from the moment my bank card was swiped.....  It is repulsive.  The year is 2024 the company has my email and my phone number and still cant figure out how to do a refund.  It shall be interesting if ******************* or his management/customer service team that represents him and his ethics, will waste more time and respond again, rather than just issuing a refund.

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

  Business Response

  Date: 15/08/2024

  As per the email chains provided, we have requested confirmation of the correct email address to send a refund via etransfer.  If the client would like to confirm the email address they've noted is the one they wish a refund sent to we will be able to process it.

  While we are happy to provide a refund since services were not used, we do note that contrary to the details provided, the client did provide the credit card charged to be applied to their membership billing account, as we do not accept debit cards for membership billing.  This matter would have been resolved in March had we received a response.

  Regards,

  SunScape Accounting

  Customer Answer

  Date: 29/08/2024

   
  Complaint: 22058879
  
  I am rejecting this response because: Sun Scape Tanning has only done a partial refund of $94.08.  As stated in my original complaint, this Company charged my bank account illegally with out permission. $94.08  on march 14,  $74.32 on April 1 and  $99.32 on May 13.   So there is still an outstanding balance of $173.64 owing to me of illegal charges taken from my accounts. 

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

  Business Response

  Date: 29/08/2024

  As detailed in our previous response, and with the credit card credit receipts attached, the monthy dues charged to the credit card provided were refunded by the same method.  These may not appear immediately on the credit card statement.

  Business Response

  Date: 28/08/2024

  Thank you for your response. We want to clarify that the refund has already been sent to ************************* as you confirmed the correct email address.

  We requested confirmation of this email address because we did not receive a response to multiple emails we sent regarding your inquiry.

  Regarding the payment method, our records show that a credit card was used for membership billing, as evidenced by the provided credit receipts. The initial sign-up transaction was indeed paid by debit, and we have attached a screenshot of that e-transfer confirmation for your reference.

  We understand your concerns about the payment process and want to assure you that our intention was never to cause any inconvenience. We hope this resolves the matter, and we appreciate your understanding.

  Please let us know if there is anything else we can assist you with.

• Initial Complaint

  Date:14/03/2024

  Type:Service or Repair 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 by month membership, in store, for sunless tanning.I paid for the first month, and signed up for the membership. It was not until AFTER I had signed up and paid that the employee then notified me that their machine was broken, and I would be unable to get my sunless tan at that location (North *********). I was told that the machine would be fixed in a couple of days. So, despite paying for the membership, I left the store.I then called another location (Yaletown) and booked an appointment at their location. After that appointment, I called the North ********* location to book my next appointment, and again I was told the machine was broken, despite it being well over a week later after the machine was supposed to be fixed. I had to book another appointment at the Yaletown location.This happened one more time. And, my tan looked awful. When I called the North ********* location for the fourth time, I told them I am cancelling my membership. I was sold something that was never available, and had I known I would not have been able to go to that location, I would not have purchased the membership.I received a voicemail two weeks ago stating they were going to send me to collections. I thought it was a phone scam.I received a text message today, stating that I owe over $600, despite the fact I cancelled my membership, have not been into any location since, and was not able to actually get a tan at the location I purchased the membership for.I responded to the text, which told me to email, and that my account will be going to collections on March 20.I emailed a demand letter, telling Sunscape to cease and desist, and outlining the facts. They responded with more threats to collections.

  Business Response

  Date: 18/03/2024

  
  We dispute the allegations in the BBB complaint. The client utilized our services at another location multiple times (including after the maintenance was completed) indicating acceptance of the membership terms, which included a minimum term due to the discounted rate received.The matter has been escalated to our lawyer for a review of potential defamation/libel, prompted by completely false statements made by the client on various online platforms in an attempt to evade the financial obligations to our company.  Due to the pending legal action we will be unable to comment further and do not believe this falls within the scope of the BBB. 
  
  
  

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair 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 started using sunscape in January I had a few incidents regarding the business. First of all the tanning beds were not sanitized there was bronzer from the previous clients on the handles in the stand up tanning bed. I told them the bulbs were damaging my skin and drying it out they refused to let me ca cel my membership. They accepted zero accountability on the unsanitary beds. Disastrous business model the young ladies at the front counter have not been properly trained. Disgusting place.

  Business Response

  Date: 14/02/2024

  Dear BBB,

  We have reviewed the complaint submitted by ***********************. Upon examination of our records and the terms outlined in ******************** All Access Promo Membership Agreement, we wish to clarify the following:
  

  1. Membership Cancellation Policy: Our agreement specifies that memberships cannot be cancelled until after 6 full auto-payments have been completed, with a 31-day notice required for cancellation. This policy was agreed upon by **************** at the time of sign-up and a copy of this agreement was provided for his review, and is also attached here.

  2. Sanitation and Safety Concerns: SunScape adheres to strict cleaning and sanitization protocols, receiving perfect scores in this area from Fraser Health inspections. We take any reports of unsanitary conditions very seriously and have procedures in place to address and rectify such concerns promptly.  Additionally, ******************** initial request was to cancel his membership because he didn't like his tan. Our team provided information on the cancellation policy as per the membership agreement. The concerns regarding the cleanliness of the tanning bed and other issues were raised subsequent to the reminder of the membership terms. It's important to note that our team is trained to address any concerns immediately upon notification, yet these were not reported at the time of occurrence.

  3. Billing and Cancellation Procedures: The agreement details the process for billing, including the handling of non-sufficient funds and the requirements for membership cancellation or changes. ******************** claims regarding overbilling and inability to cancel his membership do not align with the terms he accepted, which clearly outline these processes.

  4. Value of Services Provided: **************** utilized services that, if paid for on a per-***********, would amount to nearly $200. This was under a promotional membership that offered a significantly reduced rate of $20 for the first three months. This promotion provides substantial value and access to our facilities and services at a fraction of the cost.  The promotional membership availed by **************** comes with specific terms and conditions, which were fully disclosed at the time of sign-up. These terms include a commitment period and a detailed cancellation policy, designed to offer members discounted access while maintaining the quality and viability of our services.

  Should **************** wish to cancel the membership he may do so as per the terms of agreement which have been clarified to him multiple times via our customer support.
  
  

• Initial Complaint

  Date:11/09/2023

  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.

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

  Charging for a service for almost 5 years while the account is on hold and while growing fees is greedy and unethical business practice. This company does not alert their members of any of these things and there has been times I have reached out with either no response throughout the years and more surprise fees for services never used because they lock you out until they get their money WHILE still charging you every single month. 

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

  Business Response

  Date: 11/09/2023

  We have looked into the client inquiries and can advise as follows:

  1. This clients account was put on hold due to declined charges.  If the client has overdraft that wasn't applied that would be an issue they need to contact their bank about.  We simply bill the account provided and have no control over the banks decline or approval.

  2. The use of services available to each client is up to them.

  3. We have responded to every inquiry from this client, and if they would like to email our support at [email protected] we'll be happy to provide copies of past correspondence.

  4. Cancellation may be completed by resolving the outstanding balance and completing a cancellation form.  We do not have any inquiries from this client regarding the amount owing but she is welcome to reach out to our support for assistance.

• Initial Complaint

  Date:11/09/2023

  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.

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

  I cancelled in writing well over 31 days ago.  Previous to that, this corrupt company continues to harass their clientele.  Even when the proper documentation has been provided they still continue to charge your account.  Why do they make it so difficult on honest paying clients when it’s time to cancel a membership.  I’ve been a loyal client and feel extremely mistreated.  I will now go through ******** ********** Services due to the fact you are *********** to send a $55 file to collections.  Is this worth it to ruin your company brand ?  I paid you for 5 months of services I never received and now you’re claiming I owe you $55 ?  
  
  
  
  Sincerely,
  
  
  
  Leanne F. 

  Business Response

  Date: 11/09/2023

  We have previously communicated to this client the simple cancellation procedure, which does require the past balance owing on the account to be paid.  This client has claimed that they did not sign for/purchase a membership, but the agreement has been provided to them and has also been attached here.

  Business Response

  Date: 12/09/2023

  The first written inquiry we received was on September 9, in response to an email notifying of declined dues for September 1. This client claimed to have cancelled over the phone, but it's essential to note that the clients agreement makes clear that membership changes are not accepted over the phone. This is clearly outlined in our membership terms to ensure clarity and transparency.

  All of our calls are recorded, and we have reviewed a call from August 1 in which this client was also advised that if they wish to cancel they can simply request this at any location.  The client was upset that 31 days notice is required, and noted that they do not read agreements and hung up.

  Any non-use of the services available to a client is their choice.

  To ensure transparency and to avoid any discrepancies, upon the completion of a cancellation form, we always provide a receipt/copy and send an additional copy via email to the client. This helps ensure both parties have a record of any transactions or changes made.

  
  

  Customer Answer

  Date: 12/09/2023

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

  This company is relentless and wasting their time trying to get $55 from me.  I have filed a complaint with ******** ********** BC.  This matter is in their hands now.  
  
  
  
  Sincerely,
  
  
  
  ****** ******