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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

    • 322 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:04/11/2023

      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.
      I had three accounts, under different emails because I kept trying to make a new account when I lost access to one of my emails and then couldn't verify my phone number. I want all of my information deleted. I asked them numerous times to delete ALL of my information across multiple accounts and emails and they continued to refuse my request.

      Business Response

      Date: 06/01/2023

      Hi *****,

      We're so sorry for our delayed response and any trouble with your request. It seems that your provided email address is unavailable. Please provide your email address and a manager would be happy to get in touch with you directly. Thank you.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:04/10/2023

      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 am unable to book a class at *************** in *********, ***** and it appears to be ClassPass platform issue. I have tried MUTIPLE times through the chat function to get resolution and have had none. I have also asked to communicate with a supervisor - one was supposed to email me and never has. I likewise have emailed for resolution without response. This is my issue: when the booking window for a class opens, the class shows as already booked. For example, booking window for several classes opens at noon each day. I can get on the ClassPass site at 11:58 am, and the site shows the booking window has not yet opened. When the clock on my computer turns noon, the ClassPass site for *************** shows that ALL classes are already booked. I have tried MULTIPLE times to log in prior to the booking window opening and I can NEVER get a class reserved. Is it possible that ClassPass members that have a higher billing by purchasing more credits are able to book sooner? If this is the case, then someone should just tell me. I am at the $79 per month level. I can upgrade. I understand that *************** only has 5 spots for ClassPass users per class and that they stay booked, but if I consistently am trying to reserve classes EXACTLY when the booking window OPENS and NEVER getting a class, then something is wrong. I have yet to be able to get any human at ClassPass to understand the problem and offer a resolution. The only time i ever see an opportunity for a reservation is if someone cancels a reservation.

      Business Response

      Date: 06/01/2023

      Hi *******,

      We're so sorry for our delayed response and any trouble regarding booking reservations with ***************. 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:04/10/2023

      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 misleads customers to refer friends/family to their program. They say they offer a 14-day trial, similar to the website. ******************************************************************** Nowhere in the verbiage is there any notes on restrictions/limitations. However, when a friend decides to use the 14 day trial, it is only then are they told they must upgrade if they want to use certain studios. Not explicitly having on the page that "not all companies participate," "restrictions may apply," or similar verbiage is false advertising.It is not okay to ask people to refer a friend, get them on the 14-day program, and then not honor what they promise on their website. It is bait and switch advertising.

      Customer Answer

      Date: 05/06/2023

      Better Business Bureau:

      At this time, I have not been contacted by ClassPass, Inc. regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 06/01/2023

      Hi ******,

      We're so sorry for our delayed response and any confusion regarding our trial offer. 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:04/04/2023

      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.
      I purchased a memebership in January for 139 a month. During this time I used the credits mainly for spa visits and even purchased additional credits over 350 dollars. My card got a fraud charge so it was removed from all auto payment accounts. I thought no big deal I will use the credit I have as I just paid 139 dollars and my credits will roll over to the next month. Class pass got rid of all my credits after the month expired and said that I would have to sign up again for membership and I still would not get the credits back that I had already paid for. This is just like the law that has been past with gift cards that used to expire. How can something you paid for that has an option to roll over just expire.. even worse they do not let you know!!

      Business Response

      Date: 04/27/2023

      Hi *********,

      We're sorry to hear about any confusion regarding your 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:03/29/2023

      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.
      Someone in Classpass used ********* name & reputation to scam our customer and took money from them for services get done at ********* facility. They did not have ********* permission to list or represent our business on their site classpass.com and they have no right to do it.We're just family small business and have no idea how to protect our business right now because they was stealing ********* identity and scam people. Please help us. Thank you -****. ********* Cell #************

      Business Response

      Date: 04/10/2023

      Hi ****,

      We're sorry to hear about any confusion regarding *********. 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:03/27/2023

      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.
      Dear ClassPass Support,I am writing this complaint regarding my ClassPass membership account registered under ******************* I resubscribed on 2/22/2023 for a membership but have been extremely disappointed with the service provided. Almost all the classes that I am interested in signing up for are already fully booked, leaving me with less than 10% of the available classes to choose from. This is completely ridiculous and unacceptable.To make matters worse, I was finally able to book one class scheduled for 3/5, but to my disappointment, it was canceled on 3/3, leaving me with no other options to attend. This makes my membership completely useless since I have not been able to book a single class due to either being fully booked or canceled.Therefore, I am requesting a full refund for the two months of membership that I have paid for but have not been able to use. It is not fair for me to continue paying for a service that is not providing me with any value or access to the classes that I want to attend.I hope you will take this matter seriously and resolve it promptly. I would appreciate a response confirming the cancellation of my membership and the refund process.Thank you for your attention to this matter.

      Business Response

      Date: 06/01/2023

      Hi *****,

      We're so sorry for our delayed response and any inconvenience regarding your cancelled class. 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:03/24/2023

      Type:Customer Service 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 app is a scam as you can see from the other angry reviewers. I was refunded for a class pass membership that I never used, but the charge was never removed or reversed from my bank account and all the chat agents have been incompetent thus far. I have emailed many times, I have done live chat many times and still no resolution for this $89 charge that was made on my account.

      Business Response

      Date: 04/07/2023

      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:03/24/2023

      Type:Sales and Advertising 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.
      Class Pass is offering a beta where they book appointments with business that have not signed up for their services. I had someone contact me very displeased that she had been trying to book an appointment with my business for several days. I had never heard of Class Pass, have not signed up to participate with their services, and see no email or junk mail from them that I can find. This individual wanted to use Class Pass credits as payment at my business and was annoyed that I could not accommodate her request. I am not happy that my business is listed for a program I didnt not approve or sign up for and now I have someone displeased with my services without any control over the situation.

      Business Response

      Date: 04/07/2023

      Hi *****,

      We're sorry to hear about any confusion regarding these 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: 04/18/2023

      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 in my case. I appreciate that my business has been removed from their directory. I still feel its not best practice to continue to offer services from business who have not agreed to participate.

      Sincerely,

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



       

    • Initial Complaint

      Date:03/21/2023

      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.
      I was incorrectly charged miss class fees after speaking to employees who told me on all occasions they would be waived and handled. When i realized i was charged i reached out to the business. They told me there was nothing they could do. I asked to speak to management they told me that they would be in touch in 2 days. it has been over a month with numerous follow *** on my end and no reply from the business. i request $60 in refunds on these charges.

      Business Response

      Date: 04/10/2023

      Hi **********,

      We're sorry to hear about any confusion regarding the missed fees. A manager already reached out to your provided email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 04/12/2023

      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]

       

       No manager reached out to me. I was told they would and i followed up daily for weeks with no reply. Someone needs to call me.

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/28/2023

      Hi **********,

      Thanks for following up with us about the 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

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair 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.
      In January 2022 I started a free trial offered by Class Pass, but never actually used my credits. The trial expired, and per their policy I was automatically enrolled for a monthly subscription which charged my bank account for several months before I was notified. After chatting with a representative online on 10/6/2022, I was assured that my account with Class Pass had then been cancelled, some of my money was refunded (fortunately!), and I was assured I would not be billed from that point on. On 10/11 I received a refund, and then on 10/27/2022 was charged AGAIN for a recurring monthly membership, and I continued to be charged 11/27, 12/27, 1/27, and 2/27/2023, for a total of $95 since I was told there would be no future charge to my bank account for a cancelled membership. With their online chat service disabled, I have been emailing customer support for a refund of this amount as I was assured once I would not be billed further. As of today, I was arbitrarily refunded $76 of the $95 and was told my account was again "cancelled", that this was an "exception" because membership charges are "non-refundable". I am not a member, and have not been a member for several months at this point. I have pleaded my case for the full amount, and have yet to hear back. There are numerous accounts online of Class Pass charging people for cancelled memberships in situations identical to my own. I have no confidence that the billing will stop, and will likely have to cancel my debit card before I am charged again.

      Business Response

      Date: 03/28/2023

      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

      Customer Answer

      Date: 03/31/2023

      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,

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



       

    ClassPass, Inc. is NOT a BBB Accredited Business.

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