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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:05/18/2023

      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 was charged a membership fee of $147.34 on February 28, 2023 and March 28, 2023. I was unable to use all of my credits during the February billing cycle so the remaining points were rolled over to my next billing cycle. At this point, I had garnered a large number of credits which I intended to use during the March billing cycle, but wished to terminate my membership prior to the start of the next billing cycle (April 28, 2023) as I was unhappy with the company's lack of customer service and the exuberant penalties for late cancellation/ missed classes. Once I went through with cancelling my membership (prior to April 28th), Classpass removed all my credits from my account so I was unable to use my remaining balance. Even if I were to sign up for a new membership with the company, they would not reinstate the credits that they removed from my account.I'm extremely frustrated with their business and would like a full refund for February and March. I will not be doing business again with this company.

      Business Response

      Date: 05/24/2023

      Hi ******,

      We're sorry to hear about any confusion regarding your unused credits. 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:05/16/2023

      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.
      During the height of the pandemic March 2020, I received a call from ClassPass soliciting permission to sign students into vacant spots in our dance classes at New Vibe Dance Studio which at the time was located in *******, *****. I never completed the signup as I did not give them banking information into which they would deposit part of the funds that they would be collecting. I later spoke with the salesperson asking them to cancel ClassPass. A month or so later I received a communication regarding them depositing money to our company. At this time I informed them (*****) that we would not be participating in their program. They were selling passes to adults to participate in classes designed for small children. I have communicated to them via emails and a couple of times by phone to ask them to cancel this plan to no avail. We are no longer located in the *******, ***** area. Now they are saying they can only cancel if I send them a notice of our closing to which I responded "NO" I am not sending anything. As far as we are concerned we do not owe them anything and they are stealing funds from people in the name of our business.

      Business Response

      Date: 05/24/2023

      Hi ******,

      We're sorry to hear about any trouble regarding the billing of your membership. A member of our ****************** team will contact you. If you have any questions, please follow up with the team directly. Thank you.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:05/16/2023

      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.
      Renewal date for the subscription is until today May 14th. They automatically charged me before I cancelled the account. I did not want to renew but they automatically charged my bank account..

      Business Response

      Date: 05/24/2023

      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:04/27/2023

      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 have been trying to book appointments through this site and they always stay in pending until classpass reaches the merchant to confirm the date/time. The appointments always cancel under the impression that classpass cant reach the merchant. I kept the membership so I dont lose my money/credits as they wont rollover if you cancel. I went into the business that I tried to book through classpass and low and behold, they told me they dont even use classpass! So is classpass doing false advertising? I would like my refund for the 33 credits I lost because I cancelled my membership as I wont do another month of getting the runaround and then they dont even have a contact number. You keep getting people in the chat who copy and paste scripts instead of actually solving the problem.

      Business Response

      Date: 05/10/2023

      Hi *******,

      We're sorry to hear about any trouble regarding your appointments. 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: 05/15/2023

      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:

      [Your Answer Here]

      I wont say that the issue has been resolved until the company actually does reach out  They said they would but I have not spoken with them yet

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/22/2023

      Hi *******,

      Thank you for your response. Our team contacted you by email on May 15, 2023. Another team member has just contacted you again by email. Please check your email inbox at your earliest convenience and respond there if you have further questions or concerns. 

      Sincerely,

      *****

    • Initial Complaint

      Date:04/27/2023

      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 is a scam. I was unaware I was being charged $***** a month on a credit card I very rarely use for personal use. I took a work out class while visiting L.A. The business prompted me to purchase the class through class pass. I truly did not know what I was getting myself into. Yet ClassPass made it way too easy to enter into a ***** dollar a month automatic renewal with no prompt and emails being sent directly to my junk folder which I do not check. These type of businesses that only survive off scamming others out of money should be forced to cancel inactive users (you can see from my account I only used it that ONE time) or prompt a "are you sure you wanted to opt into this subscription?" Subscription based tech companies that do not offer a real service should have more legislation to protect consumers. I am 35 years old and this happend to me. I know this is a major problem for our elderly population.

      Business Response

      Date: 05/11/2023

      Hi ****,

      We're sorry to hear about any confusion and frustration 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: 05/11/2023

      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:

      They are offering 

       

      As a one-time additional courtesy, I've placed a gift card on your account totaling the 4 additional months that you paid, $316. This monetary credit won't expire and will automatically apply towards any subscription charges you incur in the future, including the very first one upon reactivation whenever you choose to do so.  

       

      I do NOT TRUST THIS BUSINESS. I do Not want a giftcard. I would like at least a years worth of money they took from me. 

      ClassPass KNOWS I was Not using their services, other then the one time. They never reached out or cancelled. I was Unaware the chargers were continuing and reoccurring - this type of business should be illegal. A charge of $80 a MONTH? This is not $10. I work For a software company and when you are paying $80 a month you have an account manager. ********************** is a scam. 

      CLASSPASS IS A SCAM. I would Like $1000 returned to me. 

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 05/18/2023

      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:

      They only refunded $316 of the $1200. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/24/2023

      Hi ****,

      Thanks for your response. One of our Senior Customer Support Specialists was able to get in touch with you via your email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:04/25/2023

      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 asked to cancel the free membership and I got charged 93.08$ from ClassPass I want this to be refunded asap back to original payment method

      Business Response

      Date: 05/17/2023

      Hi *****,

      Thank you for providing this feedback. We have reviewed your correspondence with our Customer Experience Team and can confirm that the charge has been refunded to you. If you have any further questions, please follow up with ** through our contact form (classpass.com/contact).

      Sincerely,

      The ClassPass Team

    • Initial Complaint

      Date:04/25/2023

      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 was billed for a subscription plan that I did not choose (chosen by merchant on my behalf) despite cancelling before my free trial ended.

      Business Response

      Date: 05/17/2023

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

      Thank you for providing this feedback. One of our senior team members has reach out to you by email to assist you. Please be on the lookout for their message. Thanks for your patience.

      Sincerely,

      The ClassPass Team

    • Initial Complaint

      Date:04/24/2023

      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.
      On 3/20/23, I reactivated my membership with ClassPass after receiving confirmation via email that I had $40 in monetary credits in my account for referring a friend. After renewing my membership, I still got charged for the subscription despite multiple agents from ClassPass assuring me that I would not since the credits I already had in my account covered the membership cost. After disputing this charge, my credit card provider claims there was nothing wrong with the charge after contacting ClassPass, and only investigated further upon showing them receipts of my supposed refund.

      Business Response

      Date: 05/17/2023

      Hi ******,

      Thank you for providing this feedback. We have reviewed your correspondence with our customer experience team and we can confirm that one of our agents clarified that you were charged once. If you have any further questions, please follow up with our team through our contact form (*********************).

      Sincerely,

      The ClassPass Team

    • Initial Complaint

      Date:04/19/2023

      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.
      It was my second time using classpass service. I used it for a Deluxe Pedicure at Bliss Nails were I booked my appointment through the ClassPass app. All I would have to pay for was the added on service and tip. Well that didn't happen I had to also pay for the Deluxe Pedicure. I've contacted ClassPass but they are giving me a hard time with refunding me $65. The manager and the hostess at Bliss Nails kept denying they have any knowledge or dealings with ClassPass.

      Business Response

      Date: 05/11/2023

      Hi ******,

      We're sorry to hear about any trouble regarding your appointment with ****************. A manager already got in touch with you. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:04/13/2023

      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 just realized that Class Pass has continued to charge me for a membership that I cancelled in March 2020 because of Covid. There is no way to contact this company to cancel aside from a form completed on their website. No one ever called me to follow up. I then realized again about a year ago that they were charging me still and completed another membership cancellation request (I have filed a cancellation form on their site at least three times). They have continued to charge me since then and have basically been charging me for a service that I haven't used in over three years. This is egregious. It is an embarrassment that there is no way to reach an actual customer service representative at a company of this size. If you look online across all of their social platforms you will see that this is complaint is not unique and that tons of their customers have faced the same problem. This company needs to respond to me a provide reimbursement for all monthly charges that have occurred since March 2020. I have already reached out to my credit card company to file a claim with them because the business itself will not (and has not in the past 3 years) respond to me. This should be illegal.

      Business Response

      Date: 04/27/2023

      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

    ClassPass, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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