Complaints

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

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  ClassPass, Inc.

  275 7th Ave, 11th Floor New York, NY 10001-6708

• 

  ClassPass, Inc.

  101 E. Front Street, Suite 501 Missoula, MT 59802

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:11/13/2023

  Type:Product 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 saw this company has a trail for trying some gym class so I enrolled in the trail and tried the class for one time and I forgot to cancel my membership. So they keep charging me $89 per months since 1/24/2023, till now its $890 in total. And I didnt get any notice or receipt every time when I was being charged. I didnt use any of the credit in my account. I contacted their customer service and they only refunded me the money of one month which is $89, and reject to refund me the rest $801.

  Business Response

  Date: 11/21/2023

  Hi ******,
  
  We're sorry to hear about any trouble regarding the billing of your membership. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 canceled my membership on Class pass on March 18. However, the business continued to charge my credit card for 4 months. I called to get a refund but was only offered 1 month. I never used the service once and am 100 pct confident that I canceled the membership.

  Customer Answer

  Date: 06/26/2023

  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 with the charges in question refunded.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  This company started billing me for a monthly charge after not cancelling a free membership. Then, each month points were taken from my accounts. I never knowingly signed any documents that provided them permission for this.After attempting contact customer service they did not provide any resolution or contact information further than the chat or email. They do not have a phone number posted online. Also in order to cancel they charged me a late cancellation fee.

  Business Response

  Date: 07/04/2023

  Hi ****,
  
  We're sorry to hear about any confusion regarding the billing of your membership. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

• Initial Complaint

  Date:06/20/2023

  Type:Product 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 requested a refund over a month ago. I am having medial issues and cannot have physical activity at this time. I've actually been on a medical leave of absence at work. I then emailed that I requested a refund, and had canceled my membership on the site. I still do not have a refund for either May, and am now charged again in June. I cannot find a customer service number to contact them, thus, I have been emailing with a generic response from them that are busy. I really need a refund for $89 in May and $89 in June (total: $178). Please need your help. Thank you.

  Customer Answer

  Date: 06/20/2023

  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,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2023

  Type:Sales and Advertising 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.

  The policy of this company is to cancel a reservation before 12 hours. I had a 5:30 pm workout class scheduled on Thursday, July 15th. I cancelled at 5:30 AM that MORNING due to a serious medical condition. That is at the 12 hour **** so within the timeframe to cancel. I just got charged a $28 cancellation fee they wont wave because apparently thats within 12 hours. I have email proof of this cancellation that I received the minute after cancelling. The customer representative Jes was rude and unhelpful. I want this fee to be refunded before I move forward with contacting my bank and other actions. To me, this is a classic case of a company not following their own contract.

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  

  After much ***************, the company refunded me the fee because I believe they did not adhere to their own guidelines. 

  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,
  
  *********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  Hello, I am contacting in regards to a buisness called Classpass, which allows you to have passes for different gyms. I went to visit a gym under class pass for free with a guest pass from a friend, and after attending, this company started charging me a monthly fee of 69$ without my knowledge. I never recieved an email regarding this subscription, neither any notification of charges. I contacted there customer services, and they told me they only offered to reimburse me for 1 month. I have not used there services, and i was charged 3 months of $69 without my consent or notification. I believe this buisness was fraudulent and improper. I would like to report them and any help to get my money back. Thank you

  Business Response

  Date: 06/19/2023

  Hi ********,
  
  We're sorry to hear about any confusion regarding the billing of your membership. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

  Customer Answer

  Date: 06/20/2023

  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,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/13/2023

  Type:Sales and Advertising 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 had 89 credits in my account, and had to freeze for a few months since I was traveling, and didnt want to add any more credits, obviously. Every agent that helped me was wonderful, except for *****. The 2 times he handled my case were absolutely dreadful, and he made things so unbelievably and unnecessary difficult. But to make it even worse, without me even authorizing, he CANCELED my account and I lost ALL MY CREDITS, just like that. On top of that, he told me he refunded the last charge I was billed for, which was $79 that I paid in February and that this refund was what prompted the account cancellation. Well, I looked at my recent transactions and it turns out he simply refunded Junes charge.. like this month, which wasnt even really paid yet in the first place, as it was an automatic payment and my card declined for that charge. Not to mention, I didnt want this payment to go through in the first place because I didnt want to purchase ADDITIONAL credits. In other words, he didnt even issue me any refund at all. In other words, he cancelled my account and made me lose all my credits for nothing. So basically, one person just because I must have hurt his ego or something had the power to throw away almost $200 I had paid to ClassPass in previous months for credits which I never got to use. Then another agent stepped in, ***, and defended this outrageous behavior. I will be posting about this on every platform I know of, as well as telling everyone in my gym who uses ClassPass about this nightmare. Im still not over the fact that just like that, in a blink of an eye, my account is gone and 89 credits are JUST GONE. I paid so much money, even though it was months ago but still I paid that money, and I never got a chance to use those credits. And I never authorized this cancellation. Im in shock and regret ever recommending ClassPass to anyone.

  Business Response

  Date: 06/19/2023

  Hi ***,
  
  We're sorry to hear about any trouble regarding your cancelled account. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

• Initial Complaint

  Date:05/25/2023

  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.

  My business has been listed as a partner with class pass. I am not now and have never worked with class pass. I have never given them permission to use my company name and contact info yet they have me listed on their site as a partner. I have tried to reach out to them with no success. I am getting phone calls from people who think they have appointments at my business via class pass but i do not have any availability nor do i take 3rd party payments.

  Business Response

  Date: 06/01/2023

  Hi ********,
  
  We're sorry for any confusion regarding your business on ClassPass. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair 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.

  Last month I purchased 25 additional credits that were not part of a plan and didnt use them but they took them away regardless. They make it clear how many credits will transfer every month when you purchase a plan so I dont buy a big plan. I take care of my senior parent and cant always workout so I chose a smaller plan and added additional credits separately so I wouldnt lose them. I paid $60 for the additional credits, which were not part of a plan, and I expected those wouldnt disappear because they are not part of a plan. Additionally, classpass is not transparent with the credits you lose or add every month. Last month I should have had a carry over of 16 credits and 76 in the renewal plan and 25 additional purchased but Im not even sure I got all of those credits. The only information that can be tracked is the classes taken. Its very frustrating and it feels awful to not be able to keep track but it feels even worse when you lose an enormous amount of credits that werent part of a plan. I guess they dont make that information readily available so you forget about it. I would like my 25 credits that I purchased but didnt use.

  Business Response

  Date: 06/01/2023

  Hi ********,
  
  We're sorry for the confusion about our rollover policy. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

  Customer Answer

  Date: 06/02/2023

  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,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 partnered with ClassPass to make my business more well known in the community and get my business to fill my schedule. I have had nothing but problems from the start. I set up an account but never received an activation email so that I could set up direct deposit to get paid (they told me that was the only way for them to pay me). Also from the start I was never able to log into my account. Whenever I try to log in it gives me an error massage. Whenever I indicate "reset password" and provide my email and email never arrives not even in my spam folder. I have reached out so many times and customer support always just points me somewhere else for help. I send out another email for help and they direct me to someone else. It's been a nightmare to deal with them and I have never been able to get anyone on the phone. They owe me money for working on two clients to which they have never paid me because I never set up direct deposit because I never got the email to set it up. When I asked for a check to be sent via mail no one ever responded.

  Business Response

  Date: 06/01/2023

  Hi *****,
  
  We're sorry to hear about the trouble regarding your business account and billing. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass