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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:09/21/2022

      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.
      ClassPass charged my credit card without my knowledge or consent $79 dollars a month for thirteen months for a total of $1,027. ClassPass used my EXPIRED debit card with an outdated billing address. I never ever used this service, never received notification that they were charging me money. I want a refund for the entire amount.

      Business Response

      Date: 09/26/2022

      Hi ******, 

      We're sorry to hear about any confusion regarding the recurring charges on your ClassPass membership. A manager from our Customer Experience team will be reaching out on the open email you currently have with our team. If you have additional questions, we kindly ask that you follow up on that email. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:09/21/2022

      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 from ClassPass saying that I signed up for an account and they were confirming the monthly payments. When I called the number in the email the person on the phone asked for the confirmation in the email which I provided. He then read my name from the account and asked if I or anyone in my family signed up for the account. I told him no and he said that we would have someone email a link to cancel. I stated that I did not want another email I wanted the canceled. He said that the link would show me the credit card information and other details. I asked for the last four digits of the credit card on file and he said that he could not give me that information. I asked for a supervisor and I was told one would call me back in twenty minutes. No one called back so I called and asked for a supervisor. I was disconnected and called back and now there is no answer.

      Business Response

      Date: 09/22/2022

      Hi ****, 

      A manager from our team will be emailing your provided email address regarding what you have shared here. Please feel free to respond with any questions on that thread. Thank you. 

      Sincerely, 

      ClassPass 

    • Initial Complaint

      Date:09/14/2022

      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.
      The business built its model on unethical practices of having clients sign up and get "credits" to use for future classes. They built their credit system based on deceptive credit system that never allows the customers to actually use to the full extent. For example, when I signed up, they did not warn that the all credits will expire when you pause the membership. So when I got COVID and had to take a break for three weeks, my $89+ worth of credits expired, without ANY warning. And when I signed up they noted that credits will always roll over. But they failed to mention at the time that there is a cap to the roll-over. So if you bought $200 worth of credits and got sick and switched over to a smaller credit plan worth $19 (so you don't get stuck with additional $89 of billing the next month), then you actually only get $19 of credits roll over. This was never mentioned on the sign-up page at the time when I signed up. They must have updated their terms afterwards and never informed any of the Clients because I certainly was not aware or warned. They are building their business practice to maximize the number of credits that EXPIRE and NEVER get used. Again, I was never informed of these terms changing. I just want a refund for the amount of money that was charged and didn't roll over for my use.

      Business Response

      Date: 09/22/2022

      Hi *********, 

      We're sorry if you were unaware of the policies regarding our credit system. A manager from our Customer Experience team will be reaching out to your provided email address to explain, and if you have any questions you are welcome to follow up with the manager directly. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:09/14/2022

      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.
      I signed up to use class pass while I was on vacation to work out. I had trouble with the app not loading on my phone, could not get classes and ended up not being able to take any classes. I tried multiple times to make sure I was cancelled. There was no way to phone them as they do not have a customer service phone line and I did not have a computer with me so this was all done on my phone. I had no idea they were billing me for 7 months as I have a lot of credit card charges and it is on auto pay. I went in once I saw they billed me and created an online account and signed in. I was able to online chat with someone and they tried to sell me more classes! They would not issue me a refund. I have NEVER used their service. They avoid you cancelling them my having no customer service line and their app is unreliable!

      Business Response

      Date: 09/20/2022

      Hi *******, 

      We're sorry to hear that you didn't notice the charges from our auto-renewal subscription service. A manager from our Customer Experience team will be reaching out to inform you of your current options, given these circumstances. Please check your provided email and follow up there if you have additional questions. 

      Sincerely, 

      ClassPass

      Customer Answer

      Date: 09/21/2022

      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]

       

       I did hear from a ClassPass rep via email.  They just requested additional information and have not solved the problem.

      This matter is still pending.  I did respond and furnish the info requested.

       

      thank you

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

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/22/2022

      Hi *******, 

      From our records, it looks like the manager has responded. However, if you are not seeing that on your end, we suggest kindly checking your Spam folder. You are welcome to follow up directly as well and the manager can continue assisting. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:09/13/2022

      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 company charged me an elusive $96 without warning for a month that I never signed up for. I intentionally canceled the membership before the next month so I can avoid this charge. 3 days in advance. I sought out assistance from their customer service and she was no help. I went back and forth with the representative to come to a resolution and nothing was provided. Working in customer service myself I am disappointed that I received no accommodation. I did my best to use my ClassPass credits before this month is up but having to take care of a family member and working full time as well as not having interest (the reason I tried to cancel) made this hard. I then reached out to customer service again. I was told I can sign up for classes or services as long as it is before my membership is up, however the class/service can still take place after my membership is over. Now I was advised that this isnt the case in fact, and that I have to use up an absurd, expensive amount of credits within 3 days which is nearly impossible. If anything takes place after my membership even if I booked it before it was over, the credits will be voided. All I want is a refund, an accommodation, SOMETHING. This is a high revenue company and I work in customer service myself and always have the option and ability on the internal end to offer an accommodation. I see on many websites now that this business deserves to be shut down because others have the same complaints. This is a scam and unethical for a company to make most of their gross income on scamming people of money. The largest clientele are mothers and it is disheartening to know that they are robbing women with children, just looking to stay healthy, of their money. Action really needs to be taken and I need there to be Justice for the thousands of people with the same complaint. They also close their customer service complaints instead of providing an answer. Thank you.

      Business Response

      Date: 09/15/2022

      Hi ******, 

      We're sorry to hear about confusion regarding your credits. It looks like you are in correspondence with our team at the provided email address. If you still have additional questions or concerns, we kindly ask that you follow up on that email thread directly. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:09/01/2022

      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.
      ClassPass is fraudulently claiming a partnership with my business. A client called me stating she booked an appointment with ClassPass and was pending confirmation. ClassPass is distributing my business information without my approval and claiming to provide booking services without any authorization to my booking software. The appointment she "booked" was not even an available time in my schedule. This company is causing confusion and unprofessional optics for my business, and I demand they cease false representation of my business.

      Business Response

      Date: 09/09/2022

      Hi ********, 

      We're sorry to hear about any trouble here. We've gone ahead and passed along your information to our ****************** team. You should be hearing from them shortly to help assist you in removing you from our platform. Thank you. 

      Sincerely, 

      ClassPass


    • Initial Complaint

      Date:08/30/2022

      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.
      Class Pass is an online service that works as an extension of many businesses, They have been offering my classes for free and they were never free, they did thru some kind of automatization without my knowledge,I have received many clients I got thru their app expecting payment and after contacting them they say that I did that, I can not even access the payment menu, They are hurting my business and they have been stealing from my small business.

      Business Response

      Date: 09/09/2022

      Hi *****, 

      Our ****************** team has sent you an email regarding this. We ask that you kindly look for this email, and follow up if you have any outstanding questions. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:08/29/2022

      Type:Product 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.
      Tried to view details of membership options while on my free trial and reached page that said "get started." This page activated a full, $90/mo membership. I immediately contacted customer service who said it was irreversible, despite not saying that it was going to sign me up automatically. I am reaching out to my credit card carrier. Scams people into paying and makes looking into options difficult. I was only 2 days into my trial.

      Business Response

      Date: 09/01/2022

      Hi ********, 

      A specialist from our team will be reaching out to your email to assist you with this. Please follow up on this email if you still need any assistance. Thank you. 

      Sincerely, 

      ClassPass

      Customer Answer

      Date: 09/06/2022

      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:08/22/2022

      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.
      ClassPass is refusing to refund me cancelation fees after I attended the classes. This is extremely disappointing and at this point robbing me of these funds. Most recently they charged me this past week they also charged another no-show fee, after I attended the class and rated it online. Not only that, I have lost hundreds of unused credits due to their rollover policy. I find it extremely frustrating during a time like this, the pandemic, where people are struggling financially, they won't roll over credit that I paid for.

      Business Response

      Date: 08/29/2022

      Hi *******, 

      We're sorry to hear about any trouble! A manager from our Customer Experience team will be reaching out to your provided email address. If you have any outstanding questions, we ask that you kindly follow up on that email. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:08/12/2022

      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.
      ClassPass charged my credit card without my knowledge or consent $49 dollars a month for five months. For a total of $245. I never ever used this service, never received notification that they were charging me money. I want a refund for the entire amount.

      Business Response

      Date: 08/23/2022

      Hi *******, 

      We're sorry to hear about any trouble regarding the billing of your membership. A manager from our Customer Experience team will be reaching out to your email. If you have any additional questions, we ask that you kindly follow up there. Thank you. 

      Sincerely, 

      ClassPass

    ClassPass, Inc. is NOT a BBB Accredited Business.

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