Complaints

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:11/17/2023

  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 signed up for a 30 day free trial over a year ago to test my desire for the subscription. When I realized the product is inferior to its sell and I did not find a use for it within my 30 day trial, I attempted many times to cancel. When you click on settings, it repeatedly takes you to a home screen in a circular action, and you were never able to actually access your own settings. I emailed customer service six times in a two day time, period, and continually received auto generated emails to click a link to complete my cancellation. The link only ever took me to the same home screen with some chefs face on it, telling me to download the app. So I downloaded the app and attempted to do the same through the app. I still receive the same screen, no matter how many times I went to the menu and chose settings. I contacted customer support and kept receiving the same auto generated messages. On one final attempt after six times, the screen seemed to have take me to a different screen that made it seem as if the cancellation was going through. I never received my refund. Today, one year later, I was charged yet again for a renewed subscription that I attempted to cancel many times over. I am now put at extreme financial hardship, and my checking account has fallen into the negative. This is some thing I thought was resolved, and I have proof that I attempted to resolve it several times immediately. I want both refunds for both years subscriptions, each cost in $240 apiece, for a $480 refund, and I want this canceled and to never come across my life again. Well, I do not want to knock their product, their website is impossible to access, their app is impossible to access, and their cancellation process is so convoluted that any consumer would know this is not a simple mistake. Their website is set up to take circular action and never allow you to access your own settings. I personally believe this is grounds for class action and Im surprised it hasnt happened yet.

  Business Response

  Date: 11/20/2023

  We are very sorry to hear about ********************* experience, and the challenges faced attempting to cancel the MasterClass subscription. The Member Support team has reached out to ***** regarding this issue, and we have issued a full refund for both last year and this year's subscription charge. We appreciate the feedback that ***** has provided, and will work internally to address the cancellation issues. We are dedicated to make this right, and standing by if any further assistance is needed. 

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair 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 have used this platform for more than 2 years and now it give me a huge frustration. August 7 2023 I get notification of subscription expression. I was paid immediately because I was so enjoying with content. **** come through, my Apple account shows that subscription was prolonged for ****, but app didnt get it. I write to support few day later (not 24/7 support as they promised) I get an answer with suggestion from technical it was useless, I wrote again and again nothin help. I try to find solution by my self nothing. I called to support and it was useless as well, dont know whats a problem dont have solution for it I suggest on phone call that maybe the only solution its to clame almost $260 as fraud, and the operator answered that yes it probably the best decision. So I follow it. Im literally so shocked because such an expensive app that position it self as some luxury product have such a poor technical support. Really disappointed and frustrated

  Business Response

  Date: 10/04/2023

  We are incredibly sorry to hear about the inconvenience caused. The MasterClass Support Team has reached out to provide resolution to this complaint and we are standing by to assist however needed. 

  Customer Answer

  Date: 10/05/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/21/2023

  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.

  About 3 or so years ago there was a 30-day trial for Masterclass I signed up for by, I believe, using a third party account such as ************* and never directly inputting my card info. I have only ever checked it out once and unsubscribed before the 30-day ***** I checked my bank statement today and received a $180 transaction on 9/19/23 from Masterclass. I thought it was strange how it has been charged 3 years later and never receiving payment notifications from any other source besides my bank. When I logged into their website using my ****** account, it was empty and not even a card info in place. I contacted support and they said none of my emails existed in their system and I have no further way of showing proof the transaction happened, aside from my bank statement. I mainly want this resolved and refunded the $180 back.

  Business Response

  Date: 09/22/2023

  The MasterClass Support Team has reviewed ******************* complaint and we have issued a full refund for the three annual subscription charges incurred. The funds will credited back to the original payment method within the next **** days. In reviewing the account we were able to identify that **** signed ** for MasterClass in September 2020 for our $1 back to school promotion. It appears that the subscription was never cancelled and therefore **** was charged for three annual renewals. We are incredibly sorry for the inconvenience we have caused and are dedicated to making this right. If any further assistance is needed we are standing by to help. 

• Initial Complaint

  Date:08/08/2023

  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.

  On March 14th, 2023 I registered for Masterclass knowing they had a 30 Day Money-back Guarantee. I was dissatisfied with the service as the classes they offered were not as in-depth as I had expected. I cancelled my subscription within 30 the 30 days (April 11th). I received a confirmation email from Masterclass stating my annual membership was cancelled, however they proceeded to charge me the full amount of $214.40 with tax. Since I cancelled within their refund policy window, I assumed I was refunded the amount and paid no attention to it. However, I have come to find out after checking my credit card statement, that they never refunded me and this credit card account has accumulated late payment fees and interest since April which am furious to say, has affected my credit score. I would like to be (1) refunded the full amount, I would also like them to inform the credit card company that the (2) late fees and interest fees should be waivered.

  Business Response

  Date: 08/09/2023

  We are very sorry to hear about the customer's complaint, and are dedicated to getting this resolved. All new subscribers qualify for our 30-day satisfaction guarantee, and in order for us to process the refund within the the 30-days our customer must contact support to request the refund. It appears that the subscription was cancelled within the account settings within the 30 days, however this just cancels the subscription renewal for the subsequent year. We have reviewed the account and understand that it was the customer's intention to receive a full refund, so we have initiated a full refund for the original purchase. The customer should see the funds reflected back in account within the next **** days. We are standing by if any further support is needed. 

• Initial Complaint

  Date:08/05/2023

  Type:Order 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 a Masterclass membership over 4 years ago. I was never able to log into my account and every time I requested a reset password email, I would never receive one (although Id always get their newsletters). I requested help from them several times and never received a response. Eventually I cancelled my credit card so as to just not be charged by them again. Somehow, even with a new card attached to my banking account, I was just billed again by Masterclass nearly 4 years later. Still no help from them, still cant access an online account. I didnt and dont authorize any charges and I dont know how they have my banking account information. This is a fraudulent company.

  Business Response

  Date: 08/07/2023

  We received ********************* complaint and have reviewed the account in detail. First and foremost, we are very sorry to hear that **** has not been able to access the MasterClass membership due to login issue. **** contacted MasterClass Support on 8/5/23 requesting assistance with this matter. We were able to see that ****'s account is linked to a social sign-in which is why Andi did not receive a password reset email. Given the confusion caused we reached out to Andi today to confirm that we will issue a full refund for the recent subscription charge. We are standing by and ready and willing to assist to resolve this matter. 

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair 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 charged $180 for my subscription, which was not stated at the time. They have a 30-day satisfaction guarantee which I tried to get 2 days after getting membership. They cannot fine any of my account details with either of the email addresses I have or the exact credit card used. This is a tactic so I will run out the 30 days.

  Business Response

  Date: 08/02/2023

  We are very sorry for the inconvenience caused in issuing the refund for ********************* within the 30-day satisfaction guarantee. I have reviewed the account in detail and can see that we were unable to locate the account with the email address provided. Fortunately it appears that we were finally able to locate the correct account, and issued a full refund as requested. If any further assistance is needed we are standing by to support. 

  Customer Answer

  Date: 08/02/2023

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/08/2023

  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 signed up for Master Class, used it a little, then forgot I signed up. Today they charged me $190 for the service--without issuing any warning emails. This is a lot of money to simply deduct from my account without warning for a service I don't use. That's the sort of behavior scam businesses engage in I cancelled and asked to have my money refunded. I haven't heard back.I'd like th $190 refunded to my account.

  Business Response

  Date: 07/10/2023

  We are very sorry to hear about the unexpected renewal charge *********************** received. MasterClass members receive a notification 30 days ahead of their renewal, and have the ability to manage their subscription, and cancel renewals ahead of the charge. Given this notification may have been missed, we issued a full refund to ****** on 7/8 and the funds should be delivered back to the account charged within the next **** business days. If any further assistance is needed we are standing by to assist. 

• Initial Complaint

  Date:05/11/2023

  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.

  Business renewed my subscription. I asked to cancel the renewal because I did not want it and the business refused to cancel and refund me.

  Business Response

  Date: 05/12/2023

  We are very sorry to hear about the unexpected renewal charge. It is never our intention to mislead our members regarding their annual membership and renewals. I have looked into ******'s account and can verify that we notified our member ahead of the upcoming renewal. Given the miss understanding we have issued a full refund to Shinna on 5/9/23, and the funds will be credited back to the account charged within the next **** business days. If ****** needs any further assistance we are standing by to assist. 

• Initial Complaint

  Date:04/26/2023

  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 have contacted this company in reference to a charge that was listed on my bank account july of 2022 from my email ****************** *********** does not allow you to see the account unless you download an app In which i did NOT .I immediately reported this to the company today and asked them to refund my bank account for I have no account and he stated it was out of the 30 day window to ask for a refund .I requested a supervisor and was placed on hold and then told somebody would have to call me back ..I have a mother that is currently on life support and this company is telling me there is no supervisor available ?And you have taken money unauthorized out of my account ? And then I was told to go view some of the videoes ..really?Customer service is horrible and I want my money back !A refund applied of $259.20 IMMEDIATELY!,and erase anything affiliated with my name or accounts.

  Business Response

  Date: 04/27/2023

  We appreciate *** flagging her concern regarding the subscription charge for the MasterClass membership purchased in July 2022. We allow our members to cancel their subscription within our 30-day satisfaction guarantee, however we did not hear from *** until recently and as a result the refund request was denied. Given the miss understanding we have made an exception and a full refund for the 2022 charge was issued 4/27/23, and *** should see the funds back in her account within the next **** days. We are incredibly sorry for any inconvenience we have caused and the challenges that she experienced working with the Support Team. We are standing by if *** needs any further assistance from us, and appreciate her partnership working with us to get this resolved. 

  Customer Answer

  Date: 04/27/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/25/2023

  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 was given an annual subscription to masterclass on December 2021 to run through December 28 2022. in order to activate the membership, it required my credit card number. After the annual subscription ended on 12/28/2022, my credit card was charged ****** dollars for another annual subscription. I did not see this charged until today 4/25/2023. I immediately contacted masterclass to discuss ending this subscription, for a refund, either full or prorated. the answer was NO. I could cancel, which I did but no money would be returned to me or credited to my credit card. This seems fraudulent to me and I have disputed this charge on my credit card as of today 4/25/23. I would never recommend this service for this reason.

  Business Response

  Date: 04/26/2023

  We appreciate ******************************* flagging the concern about the automatic renewal for the gifted membership. We are very sorry to hear that the automatic subscription renewal came as a surprise and it is never our intention to mislead. We always notify our members about their upcoming renewal charge 30 days ahead of the renewal. That said, we recognize that the notification may have been missed and we are happy to work with our members to address unexpected charges. I have reviewed the account and correspondence with ******** and a full refund for the renewal charge was issued on 4/25. If a dispute has been filed we are unable to issue a refund as the bank manages the request. If the dispute was not in place then ******** can expect to receive the funds back to the account charged within the next **** business days. 

  If ******** needs any further assistance we are standing by and ready and willing to address any other concerns.