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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

    • 324 total complaints in the last 3 years.
    • 125 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:02/01/2023

      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 adjusted my ClassPass plan from $28 for credits a month to a digital plan which is $0 and use can use an remaining credits. I got an confirmation email of this change on 1/15/2023 and was told it would take effect on 1/23/2023. No other communications were ever received. On 1/23 I was charged $44 for a 25 credit which I had never enrolled in nor was I notified that I was going to be enrolled in it. I contacted ClassPass via email on Sunday January 30th about the problem, and never received a response. I also chatted customer support on 1/31/2023 and was told it was an error in their system, but the only fix was to delete my account and refund the $44, which would cause me to forfeit 14 credits that the plan told me I could roll over worth approximately $20. I told them this was unacceptable and they told me there was no way to phone or chat a manager and I have heard nothing since.

      Business Response

      Date: 02/09/2023

      Hi *******,

      We're sorry to hear about any trouble and 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:01/30/2023

      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.
      Classpass will not allow me to delete my account. They have no ability to self-serve deletion either in their mobile app or on their website, and I've emailed their customer service 5 times (4 times earlier, in the photo attached and again today) and have not received a response. I have no pending charges or active subscriptions and there should be no reason that ClassPass doesn't allow me to delete my account.

      Business Response

      Date: 02/09/2023

      Hi *********,

      We're sorry to hear about any inconvenience and frustration regarding your deletion request. 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:01/27/2023

      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 purchased Classpass membership and through the month membership I made numerous attempts to book for services. They all kept getting canceled by classpass or they would take my credits and never send my booking to the business where I attempted to get the service. One time the customer service rep forced me to cancel a booking advising they didnt have time slots and I would get a cancelation fee. And they charged me anyways. When I complained I never heard back from a supervisor. Now they are refusing me to speak with someone again after I have attempted to make 12 different bookings all getting canceled and refusing me a refund on the credits, for the bookings they keep canceling.

      Business Response

      Date: 02/09/2023

      Hi *******,

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

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/19/2023

      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.
      I have asked them to remove me from their list and had to block several numbers but they continue to text me from different phone numbers. They always ask for appointments for their clients within 24 hours. They have never called or emailed me asking me to be one of their providers nor have I had had any other communication with them. I consider this harassment.

      Business Response

      Date: 01/27/2023

      Hi ****,

      Were sorry for any trouble regarding canceling your account. A manager will be getting in touch with you via your provided email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 01/27/2023

      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:01/19/2023

      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.
      Classpass continued to charge me in ** pounds after I returned to ****** and asked to switch to a ******** account. After reaching out for technical support on January 10th (well within the cancellation timeline not to loose my credits) and asking for compassionate extension due to a funeral they did not respond for 5 days on Jan 15th. Their delay caused me to loose 84 credits valued at 200$ without any explanation. When I wrote to them asking to restart the membership and restore the credits they stated there was nothing they could do despite the fact they missed their own 24 hour deadline for responding to requests. I would like a refund for those ******************************************************************************* ******. I have attached the emails with the dates and timelines.

      Business Response

      Date: 01/27/2023

      Hi ***,

      Were sorry for any trouble and confusion regarding your credits. A manager will be getting in touch with you via your provided email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 01/31/2023

      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,

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



       

    • Initial Complaint

      Date:01/19/2023

      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.
      I'm trying to cancel my account with ClassPass to have them stop advertising our services on their site. There is no ability to cancel my account myself, I have to contact ClassPass. ClassPass was contacted through email in early January 2023 about my desire to cancel. I contacted shortly after through email on January 9th that I would be contacted by a different representative. Having heard no response, I emailed again on the 12th, 16th, and 18th about why I hadn't been contacted. I finally received a reply from an agent on the 18th stating that they couldn't cancel my account without scheduling a call. I replied stating my desire to have them simply cancel my account and that I didn't want to waste time scheduling a call. I was told canceling my account was not possible without scheduling a phone call. I emailed back stating my intent to simply cancel my account. I don't want to talk to a representative. I just want my account to be cancelled.

      Business Response

      Date: 01/27/2023

      Hi *******,

      Were sorry for any trouble regarding canceling your account. A manager will be getting in touch with you via your provided email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 01/27/2023

      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:01/13/2023

      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.
      During COVID-19 pandemic ClassPass put their services on hold and allowed consumers to opt-in to putting their accounts on hold. Then without properly informing customers they started rebilling customers for a monthly and did not monitor whether the services were being used again. They assumed that their customers would be closely monitoring their credit cards and did not attempt to reach them by physical mail to let them know that they would restarting their services. In addition to this they also have rates that ballooned during COVID to make up for their poor business decisions. Although their mistreatment of gyms is now very well covered through class action lawsuits their mistreatment of customers and their trust should be reported on more broadly.

      Business Response

      Date: 01/22/2023

      Hi ***,

      Were sorry for any confusion regarding your account. A manager will be getting in touch with you via your provided email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

      Customer Answer

      Date: 01/30/2023

      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:01/12/2023

      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 signed up for Classpass to use a spa listed as being on there. I purchased a membership and then additional credits in order to go to the spa at ****** Island for a massage. I booked the massage through the concierge on Classpass two separate times (1/7,1/8) both times were rejected with no further explanation. I took it upon myself to call the spa and they said that this has been an ongoing issue with Classpass and there is currently a ongoing class action lawsuit against the corporation for listing businesses as being partners with classpass when they are in fact not. I am looking for a full refund on my membership and additional credits purchased due to false advertising. I have reached out to there customer service three times now and all outreaches have gone unanswered.

      Business Response

      Date: 01/22/2023

      Hi *****,

      Were sorry to hear about any trouble regarding your reservations with ****** Island. A manager will be getting in touch with you via your provided email address. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

    • Initial Complaint

      Date:01/10/2023

      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.
      I have had a ClassPass membership for some months now and have had success attending fitness classes. I needed a haircut and decided to see if I could use some of my ClassPass credits to book one. The ClassPass app showed multiple participating salons in my area. I attempted to book one and the reservation was canceled. So I attempted to book another and it was successfully booked for me using the ClassPass ****************** where someone at ClassPass makes the reservation on your behalf. I attended my salon appointment on 12/17/22 to my satisfaction, however when I went to pay, the salon rep said shed never heard about ClassPass, nor been contacted about payment with my credits. In order to not make a fuss, I went ahead and paid the salon directly using my credit card, tipped the stylist, and then contacted ClassPass customer service later that day to have a refund issued or a solution proposed. I have since contacted ClassPass four additional times with no one ever reaching back out to **** feel cheated out of money due to ClassPasss false advertising of partnering with salons that they actually have never created a partnership with. The radio silence on their end has left me with little recourse to get my money back and I am deeply unsatisfied and concerned for future patrons who might seek to use the ClassPass ******************

      Business Response

      Date: 01/20/2023

      Hi ****,

      Were sorry for any trouble regarding your salon appointment. 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: 01/20/2023

      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:01/09/2023

      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 monthly subscription-based service where an individual purchases credits in exchange for services at local businesses such as fitness classes, beauty services, and more. On December 8th, 2022, I was charged for my monthly subscription of 23 credits (about $60), however I did not receive the credits added to my account. I emailed Classpass for further assistance and they attempted to tell me that because I had a reservation in another billing cycle, I would not receive the credits that I paid for. They were very vague and sketchy and refused to provide further details, and so I personally reviewed the Terms and Conditions provided in my account, only to see that there is a huge ambiguity regarding unused credits - they claimed that my credits were unused and so I did not receive the additional credits I paid for. However, when I opened my account, it did not show that I had any credits left, meaning that my credits were used already. Upon further examination of the Terms and Conditions, there is no definition for what unused credits are, and at one point, one of the Classpass representatives agreed with me, but when I requested further clarification / reimbursement for the credits I did not receive, they completely halted all communication with me even after I attempted to reach out to them multiple times, requesting a cancellation of my membership.The business they are doing is very shady I opened my app again (after they stopped communicating with me) and all of a sudden I get a new pop-up saying credits will deduct from the plan that is active the date of your visit. This business has refused to conform to their own Terms and Conditions and is taking advantage of their customers using ambiguous language in legal documents.

      Business Response

      Date: 01/20/2023

      Hi *****,

      Were sorry for any confusion regarding your credits. A manager will be getting in touch with you via the email address associated with your ClassPass account. If you have additional questions, please follow up there. Thank you.

      Sincerely,
      ClassPass

    ClassPass, Inc. is NOT a BBB Accredited Business.

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