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Business Profile

Exercise Programs

ClassPass, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

This profile includes complaints for ClassPass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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ClassPass, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 323 total complaints in the last 3 years.
    • 124 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      This people are complete sleaze balls! I was at my good friend's house saturday night and we were looking for a class to do together on Sunday 2/9/25. We pulled up Exhale in *******. I pay $129/month, she pays the $79/month plan. I kid you not- we were looking at Exhale at the same times, for the same days- they LITERALLY CHARGE HER HALF THE CREDITS THAN ME!!! Every class for me was 7-10 credits...for her 2-5 credits. I actually pay this corrupt company more money than my friend, and they charge me twice as many credits for the class. I don't see how this allowed? Againn, because when i just chatted with customer service (0 help by the way), they kept saying credit amounts change by popularity, etc. NO. we were looking AT THE SAME APP. AT THE SAME TIME. AT THE SAME STUDIO. AT THE SAME DAYS. This company is horrible!!!! I'm still shocked!

      Business Response

      Date: 02/11/2025

      Hi ********,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Watch out, they take your card info and try to charge you for missed classes A WHOLE MONTH after you supposedly missed the class. This happened to me and it was actually a class I attended. I never missed any classes during the free trial and they accused me of missing and are actively trying to charge me a fee, after I canceled my membership. The only customer service they have is a bot that tells you that you cant alter an attendance record if more than 7 days have passed and says theres nothing they can do. Crooks and a total scam. I bet they dont pay the studios a fair commission either.

      Business Response

      Date: 02/11/2025

      Hi ****,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:02/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 have fraudulent charges on my card from two different places, I am reporting them both, I have a feeling I'm not going to get money back. Class pass is one of them, ***** b studios ********* is the other. You can't talk to anyone on the phone. I have contacted them to dispute and talk to them about fraud charges only by email or chat with AI they are not helpful at all. Bad business in my book!!

      Business Response

      Date: 02/07/2025

      Hi ******,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. We see that you were able to speak to a team member.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 02/11/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ****** *****

      Nothing is ever done I want to make sure no one goes thru this like I did, this is the same response I got my bank is handling it. They told me the card is linked to someone elses email it's clearly a fraudster. I also wanted my money back 

       

    • Initial Complaint

      Date:01/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This place is a scam! Their customer service is solely an ********** which completely disallows you from talking to an actual person. I had a free trial, used none of the credits, they wouldnt extend it. Still, liking the concept, I helped my mom sign up for some reason they thought I was here and blocked my account and hers unless I purchased a subscription. Terrible service.

      Business Response

      Date: 02/07/2025

      Hi ******,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Answered
      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.
      The Company offered me a 68 credit membership just 10 days ago and now they won't offer it me 10 days later when I am ready to sign up. Instead they want me to sign up for the 100 credit membership which is 50% per month. I was never notified that the memberships would change nor that I had a "deadline" to sign up. Any reputable company honor this. Instead their customer service agent is an AI chat and the conversation went nowhere. You can't even call them to talk on the phone. Absolutely ridiculous.

      Business Response

      Date: 02/07/2025

      Hi *********,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. We see that you were able to speak to a team member.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/29/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      My daughter is a college student. She was mislead into signing up for a monthly subscription through the ClassPass app and has been charged for more than 12 months of ongoing subscriptions that she was not aware of. She was told to sign up in order to attend and pay for a pilates/bar method class and somehow it became a monthly subscription. She has not attended another class since then and has not used any of the credits accumulated. She did not knowingly agree to an ongoing subscription, nor did she believe there was any obligation beyond paying for the first and only class. She is in college and cannot afford to spend $80 per month on something she is not using. I hope that this business is not attempting to scam young women into signing up for a recurring charge because that is exactly what this looks like. After discovering the charge and the history of the charges she has since cancelled but there is no way to contact customer services or anyone else at ********************** to discuss this issue.

      Business Response

      Date: 02/07/2025

      Hi *****,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up for a free trial to classpass on 02/20/2024. I was automatically signed up for a subscription the month after on 03/20/2024. I did not want the subscription but recognized that I should have been the one to cancel. I went to cancel my subscription and was informed that if I canceled I would lose the value of the $79 worth of credits that I paid for. This should not be allowed as a business practice and is incredibly unethical already. However, I did not want to lose the value and so I changed to a lower subscription amount and made an effort to use the credits. Unfortunately, life got busy and I forgot about the subscription for around 8 months. I was very upset already about not remembering to cancel the membership but figured it I was able to use the credits at least I would be able to get the value. THEN, I discovered that your credits do not roll over from month to month. Meaning that you are not being provided with services that you are paying for. I cannot even comprehend how this is not illegal. The only resolution provided by their support was to roll over ONLY 1 month and provide me with a credit so that I have 2 future months for free because I wanted to cancel. The only way to salvage anything was to accept this solution for now, but I am not happy with this and have asked to speak with a supervisor. They responded that it will take up to 2 business days and that they do not have phone support, only email. This is ridiculous. I want a refund as I have no interest in using a platform that is deceitful and predatory.

      Business Response

      Date: 02/07/2025

      Hi ******,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Answered
      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 signed up for Classpass' 14 day trial on 11/27/24 but could not access the account even after doing multiple password resets during the trial period. It's amazing how you have to log into the account in order to cancel during the trial period which I could not do. The day of the billing of $49 I was finally able to log in with the original password that I used when I signed up on 11/27. After chatting with them about the issue they told me they couldn't give me a refund so I tried to utilize the credits for multiple massages and classes. Due to the amount of credits needed for the classes that I wanted I had to purchase additional credits in order to take the class. The $49 comes with 33 credits, the class (massage) that I wanted was $37 credits so I purchased 4 more credits which was a total of $6 then the massage was cancelled the day of service, registered for a Pilates class (that didn't go so well) so due to my memebership expiring on 1/11, I booked another massage with a different vendor and had to purchase more credits another $21 in order to receive the service which I was able to utilize but the only reason I booked the Pilates class was to try and utilize the credits prior to the expiration of my membership. So basically I purchased additional credits that I couldve utilized during the trial period that I wasn't able to use, so I'm requesting a full refund of services in the amount of $76, The business practices of this company are shady in my opinion.

      Business Response

      Date: 02/07/2025

      Hi ******,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/24/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      This company is extremely unethical in claiming their points hold no dollar value, despite assigning a monthly cost for a certain amount of points. I completed a free trial and got auto charged $59 for a months worth of points. I did not want to continue the service but they refuse refunds. So I decided I would use the points. However, before I finally found a use for the points, my account was deactivated. I then found out that even if I reactivated, my points that I paid $59 for would not be in my account. This is disgusting, unethical, and a downright greedy take as a business model. I did not receive the value of what I paid and should always have access to points PAID FOR.

      Business Response

      Date: 02/03/2025

      Hi ******,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 02/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Class Pass stated that someone would be reaching out to me via email to resolve the issue, and yet no one has reached out. In order to prevent this complaint from being closed out, I am rejecting the companys response, as it did not resolve my complaint and they are currently showing no further effort to do so.

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** *****




       

      Business Response

      Date: 02/11/2025

      Hi ******,

      Thank you for reaching out and sharing your concerns with us. A team member will be reaching out to you directly via the email address you provided.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 02/13/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. While I still stand by my opinion that ClassPass engages in a predatory business model making refunds difficult as they hide behind a policy that states credits hold no dollar value, despite charging a monthly fee for the credits, I appreciate their team reaching out and at the very least refunding me for the month that I did not use their service or credits. I am satisfied with the response.

      Sincerely,

      ****** *****



       

    • Initial Complaint

      Date:01/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ClassPass has contacted me in reference to getting my business to buy into ClassPass.I have denied wanting their services for my business. Despite multiple requests to take my business off of their call list and after trying to block their phone number from calling, they continue to call and email. They are not respecting my boundaries and requests to stop contacting me and my business.

      Business Response

      Date: 01/27/2025

      Hi ********,

      Thank you for reaching out and sharing your concerns with us. Were sorry to hear about the issue youve experienced. We have passed along your feedback to the Account Manager.

      If you have any additional questions or need further assistance, please feel free to reply to that email.

      Sincerely,
      ClassPass

    ClassPass, Inc. is NOT a BBB Accredited Business.

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