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:03/01/2023

  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 was signed up for a free month of class pass on 12/30/2022 by a friend for 28 credits. Since I was not the one who registered I was unaware that I needed to cancel my account before the month ended otherwise I would get automatically charged $59. On 1/31/23 I was charged the $59 dollars I immediately cancelled my plan and attempted to get in touch with class pass to try and reverse the charge. Days later I was told by **** that I was unable to get a refund and that i had until the end of my cycle (the 28th) to use my credits. I went on to ask that since I was unable to get a refund for the accidental membership that I was charged for would I at least be able to roll over the credits from the month prior that I did not use. He refused and stated that credits from a free trial were not able to be rolled over. As the month went on I decided that I should attempt to use the credits that were already paid for even though they were unwanted. I went to a few classes and one I ended up having to sit and wait for up to 20 minutes before i was allowed in because the class was "not fully affiliated with the class pass app". I worked the credits to the right amount so that I would have 5 left for the last day my account was available, I had been traveling so the 28th was the only day I would be able to use it. On the morning of the 28th I logged on to my account to find out that it had been cancelled the day before on the 27th. I then went to the apps chat to see what could be done, I spoke with two representatives, **** and ***, they were both rude, refused to offer help in any way and eventually stopped responding. I asked if I could just have the 5 credits that I paid for so I could use them today but they refused and said i need to purchase another month to use the credits that I had already paid for. So my account was cancelled a day earlier than it had stated totaling 27 days, even though other cycles are 30 days for the same price and my 5 paid credits are now gone.

  Business Response

  Date: 03/07/2023

  Hi *****,
  
  We're sorry to hear about any confusion regarding the cycle date 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: 03/10/2023

  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:02/24/2023

  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 had booked three classes using the app and then I went to cancel my membership it stated I had to use all credits before or I didnt receive a refund however when I went to cancel my membership all three of my classes were canceled so I was not able to use my credits as prompted when I canceled. I have asked for multiple people to respond via email and using their chat feature and nobody seems to be able to help me. I feel like I was stolen from because my credits werent unable to be used multiple times and no one is getting back to me regarding a refund.

  Business Response

  Date: 03/07/2023

  Hi *****,

  Thank you for your feedback. One of our Senior Customer Experience Specialists has contact you by email to provide a resolution. Please follow up with them at your earliest convenience. Thanks for your patience.

  Sincerely,

  ClassPass

• Initial Complaint

  Date:02/23/2023

  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.

  I signed up for Class Pass and was a loyal customer for many months. I recently dislocated my shoulder and paused my account thinking that of course, my unused credits would be usable upon my return to good health. Class Pass callously and irresponsibly informed me that my account was canceled and that my credits had vanished. Class Pass profited and I was told that I would have to replace the credits at my expense. Why? This policy makes absolutely no sense except to force profit from me. I believe this practice is illegal and I'm demanding someone from their company work with me to resolve the issue so we can avoid a lawsuit.

  Business Response

  Date: 03/07/2023

  Hi *****,

  Thank you for providing this feedback. One of our Senior Customer Experience Specialists has followed up with you by email to provide a resolution. Please respond to them at your earliest convenience. Thanks for your patience.

  Sincerely,

  ClassPass

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  On 12/9/2022, I paid $199.00 + $8.96 sales tax for a ClassPass membership of 100 credits. On 1/9/2023 I paid $199.00 + $8.96 sales tax for a ClassPass membership of an additional 100 credits. I wanted to use up the credits I had available so I canceled the autopay and they removed all the credits from my account because I did not have an active membership but I had already paid in exchange for those credits. I contacted them to reinstate the credits but they have stopped responding to my emails.

  Business Response

  Date: 02/28/2023

  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

  Customer Answer

  Date: 03/03/2023

  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:02/17/2023

  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.

  I paid ClassPass 89 + **** (tax) for about 5 months. The final month, when I decided I needed to cancel, is where the issue occurred. I made reservations up until my membership expiration 2/21. I wanted to avoid being charged on 2/21 and canceled the membership. I entered the cancelation reason and the app said "Oops - Continue with cancelation." I went back into my account and noticed that my upcoming appointments with canceled and not refunded (they totaled about 30 credits). My extra points were also gone (11 points). The most frustrating part was dealing with their chat customer service. Many of them refused to help, did not respond, and some even let the conversation time out. I have some records of chat that I am happy to provide.

  Business Response

  Date: 02/28/2023

  Hi *****,
  
  We're sorry to hear about any trouble regarding your account cancellation and reservations. 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:02/16/2023

  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 paid two months worth of credits to this business for a total of 118 dollars, *** attempted to use the credits with the businesses they claim to be partnered with. I made reservations on 2/14/2023 with two different businesses and they both said they are no longer associated with class plans but class pass continues to show them as a partner on their app. I reached out to class pass customer service and requested a refund on the last 2 months of charges since I am unable to get any services, they refused to assist me. Class pass commits that they provide a variety of business partners and services to pick from and spend your credits on with their membership however none of these businesses are actually associated to class pass and members are being scammed not being able to use the credits they purchased. The business had not resolved this issue. Im looking to be reimbursed from this fraudulent scamming company.

  Business Response

  Date: 02/28/2023

  Hi **********,
  
  We're sorry to hear about any trouble regarding your reservations with the two businesses. 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: 03/01/2023

  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]

   

   

   There is not resolution that has been reached for my refund to be issued as class pass did not provide the services for which they promised with their membership 

   

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

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Customer Answer

  Date: 03/08/2023

  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 one from class pass has contacted me in regards to a refund.

   

   

   

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

  
  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Business Response

  Date: 04/10/2023

  Hi **********,
  
  Thanks for following up with us regarding the billing. A manager has reached out to your provided email address. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

• Initial Complaint

  Date:02/07/2023

  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.

  I received this email in December of last year: Jown (ClassPass) Dec 22, 2022, 16:32 EST Hi ******, Thanks for taking the time to get in touch about this! I understand how frustrating it is to be charged for a service you aren't actively using, so Im happy to offer the following membership options: Option #1 - Remain on your current plan and receive a monetary credit in the amount of $158.00 for 2 unused months of membership. If you decide to proceed with this option, I'll apply a monetary credit to your membership in the amount of $158.00. Your monetary credit would not expire, would be automatically applied towards your next monthly membership charge on January 10, and would continue to cover subsequent monthly membership charges until it was used in full. Option #2 - Submit an account cancellation request for the end of your current billing cycle and have access to your 76 credits until January 10. I opted for the credits and never heard back from ClassPass. I emailed again letting them know that I never received any further correspondence regarding my opting to keep my membership and accept the credits. Instead of honoring my wishes and their offer, they canceled my account. I had already paid another $79 because of their long response times and lost my $79 because they canceled my account and I no longer had access to the website. They have no phone support, no live chat, just email and I have been going back and forth to several people with no resolution for months, each agent having no clue what I'm talking about causing me to explain the situation over and over and over. To summarize:1) They offered me $158 in credits and never gave them to me 2) They took several weeks to respond to emails 3) They charged me $79 and then canceled my account without permission 4) They did not return my money or give me the credits after doing this 5) They have inadequate response times to consumer questions and concerns

  Business Response

  Date: 02/17/2023

  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:02/03/2023

  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 recently purchased a ClassPass $40 e-gift card for a friend. When purchasing, I confirmed via the ClassPass website if she needed to be a member of ClassPass to redeem. As stated on their website (**************************************) "Do you have to be a current member to get ClassPass as a gift? Nope. Anyone can redeem a ClassPass gift card." Knowing my friend was not a member, I took this to mean she could use the service with the gift card. Upon her trying to redeem the $40 gift card, she had to provide a credit card to sign up for the service, she was unaware that she would be charged $89 for a monthly membership to use the gift card, less the $40 gift amount. She has since had the charge reversed, but the $40 gift is still being held by the company, they say it will remain on her account for future use. I have requested many times that they refund the $40 as my friend will not be using the service, due to false advertising and false FAQ claims, but they continue to deny my refund request. I understand that gift cards typically are non-refundable, but I feel they have knowingly and intentionally put incorrect information on their website to generate income and this needs to be addressed.

  Business Response

  Date: 02/15/2023

  Hi ******,
  
  We're sorry to hear about any confusion regarding the gift. 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: 02/16/2023

  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:

  A manager did reach out to me and I was refunded for the original purchase, however, their website is still very misleading and people should be aware that to use the funds on a gift card you must have a paid membership.  The *** stated on the website: "Do you have to be a current member to get ClassPass as a gift? Nope. Anyone can redeem a ClassPass gift card." is intentionally inaccurate information.

  It should read: "Do you have to be a current member to get ClassPass as a gift? Nope. Anyone can receive a gift card, however gift card balances can only be used by paying members"

   

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 02/22/2023

  Hi ******,
  
  We're sorry for any confusion about gifts. A manager will reach out to your email and provide additional clarity on our gift terms and conditions. If you have additional questions, please follow up there. Thank you.
  
  Sincerely,
  ClassPass

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the matter has been resolved. Even with the matter resolved, I will not recommend this company.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  I am the owner of a small fitness business that currently uses classpass as part of my marketing plan.i signed up nearly 12 months ago and things have generally gone fine, with 2 exceptions, that i have attempted to have addressed at least monthly since then. unfortunately this appears to be my last resort. the lack of responsiveness from customer support is unbelievable. and of course they don't have phone numbers or email addresses or live agents. issues:1. they frequently send people that they pay me $0 for. i was told this wouldn't happen, and when i realized it was happening, was told it would be fixed. this didn't happen. so i have asked the same thing over. and over. and over. and when they do respond - which is rare - it's usually 'yes of course, we'll get back to you soon.' that never happens. then somebody did finally get back to me and said 'we can't do that' - which i 100% know to be factually inaccurate. when i pushed back, as you can imagine, no response. this is unbelievably maddening.i want to to support everybody in my business, but in small group settings, a $0 customer doesn't work. i simply can't afford it, or to do classpass' job for them.2. like everywhere else, labor costs have gone up, so i had to increase my prices slightly. i reached out to classpass to have similar updates made in their system. first response was 'no problem! we'll reach out to make the updates for you.' no response. then no response again. and again. and again.i just submitted yet another request today and am quite sure i won't hear back.i need this fixed asap or i will simply start rejecting clients who are coming in for the first time, sending than an email to explain the predatory practices of classpass.i really help this avenue provides some sort of resolution. i'm at wit's end with classpass.if you're a business owner, be very weary of working with them.if you're a consumer, i totally get you! but also be careful...

  Business Response

  Date: 02/15/2023

  Hi ****,
  
  We're sorry to hear about any trouble regarding 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:02/01/2023

  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.

  I signed up for their ClassPass on a trial basis. The gym I wanted to go to was listed. I went to one class and everything was good. I decided to enroll in their monthly program. I went to another class and was told the gym no longer participated and havent in a while. Since there were no other gym options in my area I was very upset. Class pass didnt offer any resolution to me no longer able to utilize their services.

  Business Response

  Date: 02/09/2023

  Hi *****,
  
  We're sorry to hear there's no business available in your area. 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: 02/15/2023

  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:

  The company is still falsely advertising Vive as an option on their app.  

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 03/07/2023

  Hi *****,

  Our apologies for the disappointment with your ClassPass membership. One of our Senior Customer Experience Specialists has contacted you by email so we get this resolved as quickly as possible. Please follow up with them at your earliest convenience.

  Sincerely,

  ClassPass