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:01/07/2023

  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 was auto renewed for Master Class Again after trying to opt out but being unable to locate correct information. I was too late to stop first cancellation due to Covid and sent email as my email was not useable, due to some unauthorized activity ,to get to my subscription info , this year our account changed but it went through anyway. Clearly it wasn't used and it should be easier to get account information if needed.They SHOULD refund 3 years but I insist on latest and will continue to contest with bank. Thank you for help in this matter.*********************

  Business Response

  Date: 01/17/2023

  We are very sorry to hear about ************************* experience with MasterClass. The Member Support Team has reached out to **** to address her concerns regarding the renewal charges and are dedicated to working directly with **** to get his resolved. **** has informed us that they will follow up with us to work through the resolution. 

• Initial Complaint

  Date:01/06/2023

  Type:Billing 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 originally bought a MasterClass subscription for my daughter for Christmas 2018 which was very well received and enjoyed. Under the two-for-one offer at the time I ended up with a subscription for myself too. Around renewal time in November 2019 there were some difficulties about renewing only one of the subscriptions, but they were dealt with competently. That is not the complaint.The complaint is that yesterday, 5 Jan 2022, my bank informed me that MasterClass had attempted to charge me for a new annual subscription. I have had no correspondence with them since the above-mentioned event in 2019. Luckily my bank blocked the transaction (because I didn't reply to an "is this you?" text at midnight!) So no harm done, but it appears MasterClass are inappropriately charging for new subscriptions on old accounts on their system

  Business Response

  Date: 01/13/2023

  We are very sorry to hear about **************'s experience. Our Member Support Team has reviewed the reported issue, and we have identified that the gift purchased last year renewed and that is why *** was charged. We have made contact with *** and are happy to work directly with him to issue a full refund and cancellation on the gift renewal. We are dedicated to getting this resolved to ***'s satisfaction. 

  Customer Answer

  Date: 01/18/2023

  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.

  Thanks for enabling this resolution.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/30/2022

  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 wife purchased a year subscription for me as a gift. The only way for me to really understand what the gift was is to redeem it and see what courses were available. I had no interest in any of the courses and requested to cancel after seeing their satisfaction guarantee. After multiple attempts to login and having never received our password reset link someone from their *************************** finally responded by email saying our account had yet to be onboarded. We requested to cancel within 2 days of redeeming the gift and initially received an email stating we do qualify for a refund and was asked to click a link to begin the process. The link then takes us to a page stating we do not qualify. Apparently the satisfaction guarantee does not apply to gifts. Once redeemed, the return policy is void even though you havent even completed onboarding. How is one supposed to determine whether they will use a gift unless its opened? After speaking with customer service (who were just doing their jobs) they were unwilling to do the right thing and refund us our money after no courses were watched and multiple expressions of dissatisfaction. This process has become such a headache and left the most bitter taste in our mouths. Do the right thing rather than creating policies that leave people spending money on services they will not use, MasterClass.

  Business Response

  Date: 01/03/2023

  We are very sorry to hear about our member's experience. The Member Support Team at MasterClass has attempted to contact our customer and issue a full refund. We are standing by, and waiting to hear back so that the full refund can be processed. We hope to address this as soon as possible. 

• Initial Complaint

  Date:12/27/2022

  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.

  12-24-21 I purchased Masterclass subscription and gift for my daughter. On January 19, 2022 I called Masterclass to cancel and request a refund. I was refunded and TOLD by **** that my subscription was cancelled. One year later, I received an email on12-24-2022 advising me that it was a payment receipt! I did not authorize this payment. I cancelled. I attempted to call to rectify, Masterclass was closed from December 24- December 27th! On the 27th I was told that they apologize for the error and my subscription is NOW cancelled and I would receive a refund in 5-7 business days (after it took 5 days to reach them). That is not acceptable. This unauthorized charge has now caused a spiral effect of several insufficient funds charges on my account. Masterclass is devious in their communication and transaction with the public. They do no fully disclose their process and requirements to cancel. Their reps seems to want to sell which is why I assume my subscription was never cancelled. My most recent conversation I was not given all the right information. Regarding the gift,the rep told me after I asked I needed to go into the account of the person I gifted and cancel their auto renewal WHY? HOW? They didn't buy it. I was then told that the account number for payment on file with the gift was not the same as the account I paid with. So even though I was the original purchaser, the auto renewal would have then charged the person I gifted account next year? That is absolutely ridiculous and complete theft! Now next year I cannot confirm what will happen because as I stated, I called to cancel on January 19, 2022 I have an email confirming the cancellation and was still charged. How many times do I need to cancel with this fraudulent company? They sent no email advising that I would be charged. They state they sent it 3 days prior another person said 30 days prior. I received nothing but soliciting emails from Masterclass, no advisement of payment due. THEFT

  Business Response

  Date: 12/30/2022

  We are incredibly sorry to hear about *********************** ********** experience. We have investigated the account and recognize that there were a number of issues on our part and we take full responsibly. The Member Support Team will be reaching out to see what we can do to make this right for *****. If there are any further issues we are standing by to address them and ensure that no member has a similar experience. 

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18643959
  
  I am rejecting this response because:
  They have not responded to my request for overdraft fees cause by their error be refunded to me.  They sent me an email giving me 1 year of their service. In that email they outline how to avoid being charged. Why do I need to avoid that? Why is there a work around. It should be plainly stated to customers. Instead they emailed me instructions with an essential cheat code. Additionally they have falsely stated that this has not happened to other people that is completely not true. When I reviewed the BBB site I see several people have complained about the same thing, being charged when they already cancelled. I want my over draft fees covered. $120 I dont want to use their service. These charges were not authorized and because there are several complaints about their billing procedures the appropriate state banking commission should be made aware. 
  
  Sincerely,
  
  *********************** ********

  Business Response

  Date: 01/11/2023

  An Associate from the MasterClass Support Team has reached out to ***** requesting additional information so that we can assist with the overdraft charge incurred. We are dedicated to working with ***** to get this resolved, however will need a bank statement that reflects the overdraft charges. We truly hope that ***** will work with us to address the concern. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18643959
  
  I am rejecting this response because: this company used my account information without my permission. They took money from my account without authorization. They have proven themselves to be untrustworthy. I will not send my bank statement with my information. Even with redacted information I will not. They are the ones who used my banking information. They want more? Why should I have to prove anything to them? The nerve! 
  
  Sincerely,
  
  *********************** ********

• Initial Complaint

  Date:12/25/2022

  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.

  My son gave me a subscription to Master Class last Christmas (2021)I used the service for a month and then forgot about it.Today, on Christmas Day, I wake up to an email that Master Class has renewed my subscription for $180. The company does not have my current credit card information on file, yet they successfully pushed the sale through and the charge is reflected on the temporary charges on my credit account. I DID NOT AUTHORIZE the charge. How did Master Class get access to my information? I read that others are having a difficult time unsubscribing. I went on their website which says I must add a credit card to cancel. I actually tried adding the card to cancel the subscription but a message popped up directing me to call the company. Please help me get my money back and I may need to change my credit card information again. This card was just reissued last month after my information was stolen by another criminal. Master Class is an unethical business, stealing customer's information and charging people who do not consent to the credit card charges. I don't want this service and I want my $180 back.

  Business Response

  Date: 12/30/2022

  We are very sorry to hear about ****** experience. Our team has reviewed the account and it appears that the Member Support Team was able to resolve this issue on 12/26/22. If any further assistance is needed we are standing by to assist. 

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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.

  They deceived me into thinking I would have a free year by their horrible website. It's not clear what they would charge you when you reach the payment screen. I now have a pending charge on my account for well over $200 with no recourse. I have submitted a request for a refund but I'm sorry this should be immediate. I am now currently in limbo not able to use the service I paid for and not sure if I will even receive a refund. For shame! This is the absolute scum of the earth. They have effectively stolen my money. Disgusting business.

  Business Response

  Date: 12/21/2022

  We are very sorry to hear about ******************************* experience and the unexpected charge. This isn't the kind of experience we want for any of our members, and are sorry to hear that this happened. I have reviewed ******'s account and can confirm that a full refund was issued successfully. It appears that the refund is going through in the form of a reversal, so it will not appear as a credit on their statement, instead the the charge will fall off. If any further assistance is needed we are standing by to assist ****** however needed. 

• 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.

  Membership purchased one year ago for a boss as a Christmas gift. Charged $192 at that time. They have an automatic renewal and do not request if you want to continue the Membership, attempted to cancel now. It claims that cancellation cannot occur unless its within 30 days prior to renewal. So charged an additional $192 and have to wait until November 2023 to cancel this continued membership that is advertised as cancel at anytime.

  Business Response

  Date: 12/19/2022

  We are very sorry to hear about *************************** experience. The MasterClass Member Support Team and reviewed the account, and is following up directly with ***** to confirm that we have cancelled the account and no additional charges will be incurred for *****. We are incredibly sorry for the inconvenience and are standing by to assist if anything else is needed. ***** is welcome to contact us directly for faster resolution at ***********************************

• Initial Complaint

  Date:12/09/2022

  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.

  I was gifted this service from a family member. In order to receive this gift you are required to enter your CC number. I tried the service and watched one class. After this I was unable to log in on a computer to cancel, so I called in to cancel this service. I was assured this was canceled and I would not be charged. This was not true. The service was not cancelled and I was charged. I've made six calls into the support team. Each time they say they will escalate this and reach back out to me when it is resolved. This has been going on for 11 months and still no resolution.

  Business Response

  Date: 12/14/2022

  We are very sorry to hear about ********************* experience. Our team has reviewed interactions with *****, and we have confirmed that a full refund and and cancellation of the membership subscription was issued on 12/9/22. The funds for the charge will be refunded to ********************* account within **** day days of the refund date (12/9). We are standing by to assist if anything else comes up and are dedicated to ensuring this is resolved to *****'s satisfaction. 

• Initial Complaint

  Date:11/28/2022

  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.

  I canceled my auto renew subscription with master class and was not refunded. Every contacted them and they said it would be refunded and I have the number on file for that request. A year later I am now about to be charged for another auto renew toy subscription I do not have. Every time I get someone on the live chat, they disconnect, and their phone number does not go to anyone it just disconnects. Theyre falsely charged my card, said that they would refund my card, apparently did not refund and are about to charged again. I have not logged into the service for over 12 months.

  Business Response

  Date: 11/29/2022

  We appreciate *********************** flagging the concern regarding their membership cancellation and refund. We have reviewed the complaint and investigated what happened. It appears that we provided *********************** with a link for her to submit a request for refund in January 2022, however it appears that the refund request was never submitted. As a result of this the membership has remained active. We are incredibly sorry for any inconveniences we have caused, and the Member Support Team at MasterClass has reached out to **** to confirm this information and process a full refund for the renewal last year. We have also cancelled the membership to ensure there are no additional charges in the future. We hope that **** finds this resolution acceptable and are standing by if anything else is needed. 

• Initial Complaint

  Date:11/09/2022

  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 received a free offer from a friend to enjoy classes from Master Class for two weeks, with the instruction that I would be charged after two weeks if I did not cancel before November 9, 2022. Since it is Nov. 8, I went to their website, and their app, I tried to follow the instructions to cancel, but the instructions were incorrect. It appears to be impossible to cancel a person's membership in Master Class online, when their personnel are gone. I have spent more than an hour going round and round trying to following their instructions. There is no place to get anything more than more instructions,leading around in circles. I believe this may be a deliberate attempt to charge people who cannot find a place to cancel their account.

  Business Response

  Date: 11/09/2022

  We thank *** for elevating the concern, and are dedicated to getting this resolved as quickly as possible. Our Support Team has investigated the issue and are processing the cancellation request on behalf of ***. Our members are always welcome to cancel their subscription while logged in within their account settings. It is our recommendation to use web to cancel the subscription (versus through our app on mobile). Our team is making contact with *** to confirm this information and we're standing by to assist if anything else is needed. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18378478
  
  I am rejecting this response because: They have not addressed the fact that I was unable to locate a place to cancel my account.  Have they tested it with ipad users who are not familiar with their website?  I think not.  It is true they did not charge my account because they did received several messages I was able to send them, from their site.  They ignore the fact that I was unable to cancel my account online.  Their directions did not match the reality of their website.  Now while this is true of other websites one might encounter, the lack thereof hopefully does not involve the unintentional and automatic outlay of a significant amount of one's cash. I am advocating for other users who will likely suffer from the same predicament.
  
  Sincerely,
  
  ***********************