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.

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Sunscape Tanning Studios has 7 locations, listed below.

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  Sunscape Tanning Studios

  415 Helmecken St Vancouver, BC V6B 2E6

• 

  Sunscape Tanning Studios

  340 19800 Lougheed Hwy Pitt Meadows, BC V3Y 2W1

• 

  Sunscape Tanning Studios

  30 2245 160 St Surrey, BC V3S 9N6

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  Sunscape Tanning Studios

  111 223 Mountain Hwy North Vancouver, BC V7J 3V3

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  Sunscape Tanning Studios

  9 121 Brew St Port Moody, BC V3H 0E3

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:15/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tanning package and placed it on hold as I knew I would not be using it. I have answered phone calls regarding this package and have informed them I am still not using it and have still not used this package since summer 2022. I cannot use this product unless it is paid for. I am now receiving emails from this company being threatened to be taken collections if I do not pay $634.80 for a product I did not use. I was informed issues with this could only be resolved in person, so I went to the salon informing them I will pay my hold fees and would be happy to pay any other charges if I can have the credit applied to my account as I am not paying for a product I have never used. I was then informed that they could not help me and will have to contact costumer support themselves who will then contact me again. I have still not heard back from this business *** **** ***** ********* ********** ** **** *** ****** ** **** ****** *** ** ******** ** ******* *** ********* **** ****** ***. I would like this pending charge and my name erased from this businesses files as I do not feel safe knowing they have my information *** *** ****** ******* ** ** ****** *********** ********* ******

  Business Response

  Date: 16/02/2023

  Our customer support has provided ****** with a copy of all documents that were signed for her freeze request, and she has advised that she must have forgot to go in and deal with her membership and will do so.  We have again reviewed the full account details and all freeze requests have been done as signed for and all charges owing on account are as contracted for.

  Customer Answer

  Date: 17/02/2023

  Complaint: ********

  
  

  I am rejecting this response because: I told them I asked for my hold to be continued and must have misunderstood that i was required to do so in person. I then went in to discuss this issue in store and tell them I will pay lf the amount is added to my account so that it can be used as I am not paying for something I did not use. The store then told me they could not help me in person but will also have to contact costumer support to do this who I still have not heard back from. 

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 21/02/2023

  We have emailed this client directly with copies of their signed requests that correspond to the correct ********.  We have also offered a one time $150 courtesy credit once the remaining balance is paid. This the best we can offer to assist this client with bringing their account up to date.

  Customer Answer

  Date: 23/02/2023

  Better Business Bureau:

  
  

  I have been in contact with sunscape and would now consider this resolved.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:02/02/2023

  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.

  On July 6 2019 I signed up with SunScape tanning studio for a membership on a 12 monthly contract with a cancellation fee within those first 12 months. In 2021 I submitted a Freeze form to SunScape to have my payments frozen, upon reviewing the *** section on their website it states a our no-cost freeze option but they actually charge you $5 plus taxes per month to freeze your memberships. Moreover, after 12 months of freezing my membership I submitted another form in April 2022, no one informed that it was not accepted and my account was continued to be billed. In September I noticed the charges and contacted support, I was informed freezing only occurred for a maximum 12 months so I inquired about cancellation of my membership, and was informed I had to do it in-store. After reviewing my membership contract signed with SunScape, in paragraph 3 it states If I cannot attend a location, I may visit ******************************* for a cancellation form that can be sent via registered mail. there is no such form on the website and they refuse to send me one via email to mail one in. Ive been charged monthly since September at $79.52 when Ive requested to cancel and it clearly states in the terms of the contract if one cannot attend a form is to be provided. SunScape has breached its own terms and continues to charge me.

  Business Response

  Date: 09/02/2023

  All of the concerns expressed by this client are clearly detailed in their membership agreement.  Their first request for a mail-in cancellation form was on February 2, and it appears this complaint was filed at the same time.  A cancellation form was provided by return email on February 6, and this client then visited ********* on February 8 to complete a cancellation.

  Customer Answer

  Date: 09/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not attend ANY of your stores in the month of February. Youre incorrect on that and as a matter of fact, I have been requesting information on how to cancel my membership since September last year and again in December. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 16/02/2023

  We have followed up with ********* location and that is correct that this client did not visit the salon to cancel.  A cancellation form was received by mail, and the line put through the signature field on the digital cancellation that needs to be completed in our computer system looked like a signature.

   

  Regardless, we have reviewed all communications, and the initial request to be sent a mail in cancellation form was on February 2nd, 20223.  The form was sent on February 6th, received back and cancelled on February 8.

   

  We consider this matter closed.

  Customer Answer

  Date: 20/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: the matter is not closed. If the owner took the time to actually look at the documents I have provided  and understand that a cancellation is not the result I am looking for its the fact that they delayed providing me a cancellation form via email as per my terms and charged me $5 per month for freezing contracting to their advertising of the website. 
  Moreover, if I see any further charges on my bank account after confirming my cancellation has been received and February is a short month therefore 31 days dont exist, I will be having my bank process those transaction fees as unauthorized 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/02/2023

  Type:Order 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 November of 2022 I went in to cancel my tanning membership because I expressed to the person at the front desk that I was going to be out of province for the next three months. In response, they suggested that I just pause my membership at a $7 a month fee that is billed monthly for up to a year until you decide to resume your contract (to avoid it increasing). I agreed under the understanding that it was month to month until I decide to resume however after one month I was billed $110 again. I called to ask to get it fixed and they said no, that I had signed a contract for a month pause. This was a clear misleading of wording and total lie from the company. They refused to make it right and continued to charge me 110 (when I was gone and not using it) and said I could only cancel in person. Its scam and they should be held accountable for it. After being a customer there for 2 years and spending thousands of dollars youd think theyd have some semblance of customer service but there is nothing.

  Business Response

  Date: 01/02/2023

  Our Manager has reached out to this client on multiple occasions, and I have attached the relevant freeze and cancellation forms here that came from the clients request.

  Customer Answer

  Date: 08/02/2023

   
  ********** ********
  
  I am rejecting this response because: The employee at your store said it would only be on pause indefinitely and lied -- additionally after going in and cancelling, you are still continuing to charge. I see on ****** this is a common occurrence for your business to do so I will continue to push this further. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/02/2023

  To ensure accurate processing of all client membership change requests, these are clearly documented and signed for.  Attached are copies of the membership agreement, freeze request form, and cancellation form.  All account charges have been processed in accordance with these requests.