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:01/04/2023

  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.

  As a previous classpass member, I rejoined the app following a free one month trial offer. To book a class, I upgraded to a full membership for $89 a month. This caused all my free trial credits (43 credits valued at $89) to be removed from my account. I immediately reached out to support and was informed that they understand where ** coming from however there isnt anything they can do to fix it. While upgrading to the full plan, there is no indication that the trial credits would be lost. This looks like false advertising to me. On the upgrade screen, it clearly stated that the 43 credits as a part of the free trial wont roll over. That implies that it would be available after the upgrade but wouldnt be a part of the monthly roll over. Unfortunately i dont see why any reasonable person would do the upgrade if their existing credits would disappear. I would like my trial credits returned to my account.

  Business Response

  Date: 01/13/2023

  Hi ****,

  
  Were sorry for any confusion and frustration regarding the trial 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: 01/14/2023

  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:12/20/2022

  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.

  The business charged me for a membership of $59 a month to book fitness classes withcredits, as this is what services it provides. It had a glitch in it technical system that would not let me book classes for over a week in the 4 week period of class bookings I paid for. It still has not been resolved, and I am unable to use any of their services. They refuse to refund me for this, even though it was completely their fault and technical issues with their app that will not let me book classes. They told me I would be able to book classes by the 16th, which was not the case. They then said it would take 72 hours which was again not the case. Then they told me I would have to pay for a new month to use my credits from this month. I am not planning on continuing my membership, so I got scammed out of $59 for this month.

  Business Response

  Date: 12/27/2022

  Hi *******, 

  We're sorry to hear about any trouble regarding booking classes through ClassPass. We've taken a look and it appears this was resolved over email with our team. That said, if you have any outstanding questions or concerns, please feel free to follow up on that email directly. Thank you. 
  

  Sincerely, 
  ClassPass

• Initial Complaint

  Date:12/19/2022

  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 signed up to a free trial of class pass because im new to *********, a few studios I hadnt tried were listed, plus they had an advert showing spa / nail salons imagery which seemed like a nice thing to try.After signing up, I couldnt get a single class I wanted. So I cancelled. Or so I thought. For some reason it did not go through.I used to be a member of class pass in ***********. So ClassPass had my PH debit card. An account I no longer check regularly.For 8 months starting in March this year ClassPass deducted $99 from my account.I didnt book a single class in this time, I dont think I even opened the app. I was completely unaware that my membership was active. As soon as I realised I messaged customer service and asked for a refund. They refunded 4 months. I dont think this is sufficient.My complaint is not about me regretting a purchase, not getting around to using my credits. My complaint is about classpasss inability to ethically manage their membership. They should be able to see a list of members who are paying and not using the service for a single class or even their app month after month. A simple alert on the system could issue a notification thru the app plus an email etc. the business could check in / freeze the account. Instead of simply continuing to exploit the situation and take money when it is so obvious its a mistake.My last email to customer service was not replied to. I would like the remaining 4 months refunded. I would also like the membership team to review how many of their members are inactive I.e. have not booked a single class in more than a month/ or two and consider an ethical strategy to deal with this. For me, its a prompt weve noticed you are not using your membership, is everything ok? Do you need to freeze/cancel? Its so simple and clearly the correct thing to do.Thank you for consideration

  Business Response

  Date: 12/27/2022

  Hi *******,

  We're sorry for any confusion regarding your account. One of the managers on our Customer Experience team will be reaching out to you via your provided email address. Thank you! 
  

  Sincerely, 
  ClassPass

  Customer Answer

  Date: 12/27/2022

  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]

  A senior **************** Representative came back to me and offered me 2 further months CREDIT to my account, not a refund.  The reason I didn't book a single class during my trial and attempted to cancel the auto-renew was because there were no classes available that I wanted.  So I don't see how that has changed.

  There was also no reference in their response to any improvements they would make to their membership policy for members who have not opened the app / booked a class in several months, which makes me feel this will just keep happening to people, which is unfair, poor business practice and the second reason why I feel my complaint is unresolved.

  For my complaint to be considered resolved, I would like the full remaining 4 months refunded, not in credit, and a response regarding how they will consider tracking billed, non booking members to make sure they are not taking money from people without them using the service.  Its just the right thing to do.

  Regards,

  ************;

   

   

   

   

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

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

  Business Response

  Date: 01/13/2023

  Hi *******,

  Thank you for following up with us. 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:12/19/2022

  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.

  Classpass has allowed my AMEX credit card to be charged for a membership that is not mine and I cannot identify for 3+ years at $15 a month and it is now rising to $19 a month. I have submitted many Support cases begging for my card to be disconnected at the least (though I should be receiving my money back for these fraudulent charges). I cannot identify whos account is using my card and they cannot tell me because of privacy laws, so Support conversations end and there is no help. This card is now expired, but AMEX honors charges even when things are expired. I have asked that they at the least say updated card information needs to be input so the fraudulent user can no longer use this card, but that has been ignored. I was told recently again that a specialist would reach out and that has still not been the case. I submitted a case about my previous case for a specialist and that went unresponded to. I am completely stuck and theyve already taken over $600 from me and it doesnt appear to be stopping anytime soon without help. Attached are images of the credit card transactions on my card that I showed as proof of owning the card of these charges and reiterating that these are illegally and fraudulently being charged on MY card.

  Business Response

  Date: 12/27/2022

  Hi *****,
  

  We're so sorry for any confusion regarding these charges. One of the managers on our Customer Experience team will be reaching out to you via your provided email address. Thank you! 
  

  Sincerely, 
  ClassPass

• Initial Complaint

  Date:12/01/2022

  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 signed up for the free trial, canceling 2 weeks into the trial, twice. Because it wouldnt work the first time. Now that I attempted to cancel my free membership trial two times, I get an email saying I will be charged. My membership was not canceled (scam on ClassPasses part. This is how they take money) and I was charged today. I do not want to use ClassPass as I have made it clear by canceling twice so I dont get charged. I need a refund and my card taken off of your accounts.

  Business Response

  Date: 12/07/2022

  Hi *****,

   

  We're so sorry for the trouble you had cancelling your membership. We can confirm that one of our ****************************** has followed up with the email you sent in and has refunded the membership charge. Thank you for your patience.

   

  Sincerely,

  ClassPass

• Initial Complaint

  Date:11/18/2022

  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 signed up for a free trial of classpass. They started billing me $79/mo, and somehow have been billing me on two separate credit cards (so $158/mo). I tried to use classpass twice, and in both cases the gyms told me that my classpass reservation was not valid and that I needed to pay for the class out of pocket.I have now been billed $711 dollars and have used 0 credits and attended 0 classes. Additionally, now that I am finally looking at this, classpass is only rolling over a maximum of 38 credits, so even if I *wanted* to use this membership and what I have paid for, I now only have 72 classes. Great, I can go get a single massage now valued at $711.This is a complete and utter scam and Classpass should be shut down.I want a full refund of $711 as I have gone to ZERO classes and incurred ZERO cost to this company that somehow feels justified charging me $158 per month.

  Business Response

  Date: 12/01/2022

  Hi ****, 

  We're sorry to hear about any confusion. A manager from our Customer Experience team will be reaching out to your provided email address to discuss this. Thank you. 

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 12/08/2022

  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:11/14/2022

  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.

  This is a fitness app that you incur a monthly fee when you sign up; it utilizes a point system which you pay a fee for the amount of points selected. to buy classes at different fitness vendors. Last FRI veterans day there was a class advertised at 5:30 Pm for north Park CPYoga in ********* it showed right in the title on their APP as free, now I wanted to book my spot there thinking that they would credit back my account for the 8 points used since the class is clearly free, I booked it and then I reached out to the service department to inquire, this actually the second time within a couple of months this has happened to me, i reach out immediately to their chat/support to advise them of this issue, was told it was referred to management team and they would get back to me that was SEPT still haven't heard on that,#1 so fast forward to 11/11/22 i reached a chat agent & explained the situation , they cannot provide me with an answer (so i attempt to cancel it late cancel and I get a pop up box telling me its ***** fee) so that's when I hit the chat , explained to ** and asked for a manual cancel with out incurring a fee, I mean why should I pay w/ points if its free, they refuse to acknowledge, and quote me the cancellation policy 12 hrs advance etc. I know the policy that was not the issue it is a SCAM for them to make money, if the class is FREE its FREE, if their system does not have a way to do it the their reps should absolutely manually assist the consumer. I happen to know CorePower policy I used to be a member, their late cancel fee is like ***** and they allow you to do so within 2 hours of class start time,$***** late cancel that's ridiculous, i reached out several times since the 11th only to be given the run around by everyone of them, I've heard all kinds of different stories and the last one said if its free then book directly w/ merchant, well then why are they charging for it? SCAM- if a cust asks for a correction on this deception they should do

  Business Response

  Date: 11/28/2022

  Hi ******, Thank you for reaching out about this issue. We have attempted to find the correspondence you referenced and were unable to find it under the email address you provided. We would be happy to look into this for you further and provide a resolution. Please contact our team through our contact form at classpass.com/contact and we'll respond as soon as possible. Thank you for your patience.

  Sincerely,

  ClassPass

• Initial Complaint

  Date:11/10/2022

  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.

  My company offers a ClassPass membership through *********. The link out of ********* to enroll in class pass is clear. Class pass, unfortunately forces a workflow to require credit card information and then get you activated for one of their paid memberships versus the complementary membership you were attempting to enroll in. Beyond that if a ClassPass gift is purchased, it cannot be used. It is buried in the tea and see that the gifts are applicable only towards membership. My 80 year old mother purchased me a $200 ClassPass gift that I now cannot use. I was promised via chat up into the point of entering the activation code for the gift card that it would be accessible for me even though I clearly stated I had a complementary membership through *********. At this time class pass has secured over $250 from me that never should have been charged. Even if you have a complementary membership, you are still allowed to purchase credits through the ClassPass app. It does not make any sense other than to be predatory to not allow gifts to be used towards those credits.

  Business Response

  Date: 11/23/2022

  Hi *********, 

  Thank you for sharing this feedback, though we are sorry to hear about some frustrations regarding your gift card. A manager from our Customer Experience team will be reaching out to your provided email address to follow up with this. Thank you. 

  Sincerely, 

  ClassPass

• Initial Complaint

  Date:11/01/2022

  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.

  In July i downloaded, subscribed for free trial with auto renew, and then cancelled that afternoon. My account on classpass is marked at in active. They have my credit card on file, no way to remove it from my account. They have been charging me monthly since July, even though they themselves acknowledge my account as inactiveI reached out to them and they refused to help me. They said they couldnt help me because my last name appeared different on the account. I have hyphenated names, so I told them, I have legal documentation I would provide to prove I am myself and to stop them from making these wrongful monthly charges. They refused to help me and continue to charge my card. I reached out to my credit card holder, they did everything they could to prevent classpass from accessing my card. We changed the card numbers and everything and they still are making charges to the card somehow. I continue to reach out to them with no luck. I am being charged $89+taxes/fees for a service Im not enrolled in, and if Im being scammed, no assistance from them in identifying the problem. I couldnt even get someone to get on the phone with me. Unfortunately, my only approach at the moment is to keep my credit card maxed out so the charges they keep attempting at least get declined. But this is now affecting my credit score and my life. As you can see in the screenshots, my apple account is linked, and my name isnt an issue, it is my standard first and last name.

  Business Response

  Date: 11/02/2022

  Hi ******, 

  We're sorry to hear about any billing trouble. A manager from our Customer Experience team will be reaching out to your provided email address to help get this resolved for you. We ask that you follow up on this email directly if you have any outstanding questions. 

  Thank you, 

  ClassPass

• Initial Complaint

  Date:10/19/2022

  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.

  10/19/22 I believe this is a scam.I do not recall signing up for class pass. I have never used it. I received an email today, Oct. 19, that my free trial was over and I would be charged monthly. I was then provided with a subscription/member number and a number to call to cancel. I called to cancel; gave the woman my subscription number and was put on hold for 10 minutes with music playing and she never came back to the phone. Called again 2x, was put in a queue, and then hung up on when my turn came. Finally, I got through to a guy named **** who said my subscription was under the name of ***********************, it was cancelled, he would report it to the finance ***** and everything was fine, not to worry and then he hung up. I tried to call the 888 # listed here and it does not go through. I will be calling my credit card company, etc next.

  Business Response

  Date: 11/01/2022

  Hi ********, 

  We're sorry to hear about any trouble. Our team does not currently offer phone support, so we believe what you are describing is a Phising attempt. That said, a manager from our Customer Experience team will be reaching out to your provided email address. If you have any questions, please feel free to ask them there. Thank you. 

  Sincerely, 

  ClassPass