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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

    • 321 total complaints in the last 3 years.
    • 123 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:10/19/2022

      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.
      On September 13, 2022 I received an unsolicited email from ***************************** and a month later from *********************** (their emais: ******************************************* and ********************************************* note how one has dots between names and the other doesn't, and they're both gmails). Both emails informed me that my payment is now due, and that I now have an active membership in Class Pass. Problem is, I've never heard of Class Pass, don't want it, never asked for it. When I called, after 10 minutes on hold I was informed my account *** have been a fraud, and they told me the last 4 digits of card they had. It didn't match any of my credit cards, so phew! But it still has my hackles up - too many suspicious things, like the emails, and payment method just says "credit card." Are they trying to ******* people by making them believe they actually signed up for something, and then say, "oh, it must be a fraud" in order to escape detection?

      Business Response

      Date: 11/01/2022

      Hi ****, 

      We're sorry for any trouble here. Based on what you shared, this sounds like it may have been a phising attempt. We don't currently offer phone support and the names you shared are not team members of ours. However, we want to have an open line of communication with you should you have additional questions, so a manager on our Customer Experience team is reaching out to your provided email address. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:10/19/2022

      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.
      Account was charged for six months without my knowledge. I never authorized any payments. Company is extremely deceptive. I requested a refund and was only given a refund for four months, which is still about $160 that I was charged. They also told me that the two months Im n out being given a refund for, that I cannot use the credits and the credits will be thrown away and my account closed. This is very predatory business moves in that I am not even able to use the service I paid for. $160 of mine is completely wasted on no service. I am requesting my full refund (still two months owed) or as a another solution, at least the ability to use my two months of credits. I was told that those two months of credits now cannot be used.

      Business Response

      Date: 10/27/2022

      Hi ***********,

      We have reviewed your correspondence with our Customer Experience Team and looks like this situation has been resolved for you. If you have any further questions, please respond to the team member you spoke with previously.

      Sincerely,

      ClassPass

      Customer Answer

      Date: 11/02/2022

      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]

      Hi there,

       

      What has been the specific resolution offered that ClassPass is stating they resolved? The resolution is not clear. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/15/2022

      Hi ***********, 

      We apologize if you didn't receive our email explaining your concerns. A manager from our Customer Experience team just reached out to the email you provided on this platform to explain the current status of your ClassPass account. If you have any questions or concerns after reviewing this message, please follow up with the manager directly. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:10/19/2022

      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 have been charged every month for a membership that I canceled on June 24, 2021. I am charged monthly to my account! I have tried multiple times to get class pass to take this seriously, but to no avail. I have had to open up multiple claims with my bank. And yet I continue to be charged recurrently each month.

      Business Response

      Date: 10/27/2022

      Hi *****,

      We're sorry for the confusion with these unexpected charges. One of our senior specialists has contacted you via the email address you provided. Please follow up with them if you have further questions or concerns.

      Sincerely,

      ClassPass

    • Initial Complaint

      Date:10/18/2022

      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.
      today, Oct. 17, 2022 I rec'd an email from ClassPass saying my membership would take place tomorrow at $79.95 per month. I have never heard of this company and did not obviously sign up. I asked to cancel and they immediately wanted to download software on my computer which they said would allow me to cancel. Said I needed to download that so I could get a 4 digit code to cancel. I did not do it and got put on hold permanently.

      Business Response

      Date: 10/27/2022

      Hi *****,

      Our apologies for the confusion caused by this email. Our team does not currently offer phone support so it seems as though this email may be a phishing attempt. In case you have further questions or concerns, a senior specialist will be reaching out to you through the email you provided.

      Sincerely,

      ClassPass

    • Initial Complaint

      Date:10/14/2022

      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 received a bill for services that I have not signed up for. I called their helpline and they were trying to get me to download things to my computer. They are trying to hack people as best as I can tell. I can send over the email I received.

      Business Response

      Date: 10/25/2022

      Hi *****, 


      The attachment provided isn't loading for us, so a manager from our Customer Experience team will be reaching out to your provided email address. Please know that our Customer Experience team currently does not offer a helpline or phone support, so it is likely that the content you are referencing is an external Phising attempt. That said, our team will still reach out in case you have outstanding questions. 


      Thank you, 
      ClassPass

    • Initial Complaint

      Date:10/07/2022

      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.
      Back in February of this year, 2022, I signed up for a trial membership to class pass with the full intention of seeing if it would be a good service for fitness purposes. Fast forward to October, and I have paid $500 for services I have not used, nor had any knowledge of being charged for. There was never any emails, notifications, or attempts to remind me about "credits" I had accrued. Class pass kept charging me for their highest priced service plan, although it was my impression I had canceled this service. I had no knowledge about being charged, no receipts, no notifications, nothing. I understand this partly rests on my shoulders, as I should know what is coming out of my wallet, however I think I am upset about this subscription business model that these services bank on. They fully know that there will be people who are NOT sold, and will bank on them not cancelling their subscriptions. I am so upset. It is one thing to knowingly neglect to cancel a service, and continue being charged simply because you forget, however I had no idea. There should be a way to opt IN for continued services, not the standard continuation of payment model that so many of these services use. The solution they have given me is to immediately cancelling my account without any access to the 60+ credits I haven't touched, and refunding me less than half of the $500 they have robbed me of. I can no longer access my billing history. I am now a fervent detractor.

      Business Response

      Date: 10/19/2022

      Hi ******, 

      We're sorry to hear about any trouble here. A manager from our Customer Experience team will be reaching out to your provided email address on file. If you have any other questions or concerns, please follow up on that email. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:10/06/2022

      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 received an email today from ClassPass with a confirmation number for a subscription that I did NOT initiate. I called the number in the email to investigate and let them know that I did NOT subscribe to their service and wanted an email from them confirming the voiding of the subscription. They suggested that I let a friend or coworker use my CC to subscribe. I received NO email confirming the voiding of this subscription. Instead, I received an email to join a remote session. No way am I doing that! I need confirmation/correction of any charges from this business. I spoke with **** - when I asked to speak to a manager - he said he was and he said the only way I could cancel was through the remote session.

      Business Response

      Date: 10/13/2022

      Hi ******, 

      We're sorry to hear about your concern with these emails. A manager from our Customer Experience team has reached out to you at your email address to provide some guidance on how to handle these messages. If you have any questions, please follow up directly on that email. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:10/05/2022

      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 paid for a monthly classpass membership for $59 a month. You receive a certain number of credits that are redeemed for fitness classes. I recently moved within the last month and there aren't many fitness studios participating in class pass within a reasonable driving distance of my home. Therefore, I felt it was appropriate to cancel class pass. I had 24 credits remaining which is equal to about $25 give or take. When I canceled there was no notification that I would not receive a refund of cash value for the credits. In fact, there was no communication about what would happen to the credits. After I canceled, I inquired and was told I would not receive a refund. My concern is that is illegal. Essentially, that's the same as paying for a service that has not been redeemed. It cannot be legal for them to keep the full amount for a service when you only use part of the service. This is also upsetting because they do not clearly state their cancellation policy and inform the member of what happens to the credits. Instead their cancellation process involves them trying to get you to keep the membership and give you more credits. I would like this situation rectified by refunding me the cash value of the remaining 24 credits that were on my membership. It is completely unfair that they would get to keep my money.

      Business Response

      Date: 10/13/2022

      Hi ****, 

      We're sorry to hear if there was any confusion about the requirement of needing an active account to utilize credits. 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:09/28/2022

      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.
      Total scam company and waste of money for me. Renewed my membership for $89 in August. I had 31 unused credits which ends up being roughly $40. Because I did not use my credits, and they did not warn me of my credits going away I lost all of them. They will not give me my credits back or refund me. Do not get class pass unless you want to be scammed to.

      Business Response

      Date: 10/06/2022

      Hi ******, 

      We're sorry to hear about any confusion or trouble regarding the credits with your account. A manager from our Customer Experience team will be reaching out to via the provided email address. If you have any additional questions, please follow up there. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:09/23/2022

      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.
      This is a complaint about Classpass, a ******** based firm that offers discounted salon, fitness studios and wellness services by partnering with local businesses, offering consumers discounted services through those businesses and taking a cut of the price. This company has repeatedly added our business to their list of partners without our permission. They listing us on their website, sell our services without our permission at a discounted rate, then take a cut, and unexpecting consumers then come into ********* trying to redeem a discounted service that we did not authorize. We believe this is fraudulent and had it happened once, we might have thought it a mistake on the company's behalf, but we requested removal several years ago and now we are back on their list and have consumers coming in with Classpass discounted services again. We are having to refuse to honor these services and explain to customers what is going on, and they are usually disappointed that we don't honor their coupons/redemption codes.Our advice to consumers purchasing Classpass is to contact the businesses on their website before you buy to make sure they are actually a Classpass "Partner"

      Business Response

      Date: 09/26/2022

      Hi *****, 

      We apologize for any trouble. We can confirm your business is no longer listed on ClassPass. 

      Sincerely, 

      ClassPass

    ClassPass, Inc. is NOT a BBB Accredited Business.

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