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Business Profile

Online Education

Master Class

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Important information

  • Customer Complaint:
    Master Class came to BBB’s attention on February 2, 2019. A review of complaints was done in April 2025.

    BBB recommends users to review View Plans / FAQs and Terms of Service with special attention to 2.7 Refund Policy, 3.2 Fees, and 3.3 Recurring Subscriptions respectively. 

    For additional support, please visit Help Center.

Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 44 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:11/13/2024

    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.
    For the last year this company has billed me $10 per month. It is deducted from my account. I ask them to stop and close the account but was told they can not for me to contact *******. I do not have a ******* account. Verison says they can not do anything because i have no active account. Please help me to get them to stop taking my money for nothing

    Business Response

    Date: 11/18/2024

    Were very sorry to hear about the challenges ***** ***** is experiencing with the monthly payment charges for MasterClass. Our Support Team has located the account in question and identified that Larrys subscription was set up through *******. Since the account is managed via *******, all subscription charges and status updates need to be handled directly through their platform.

    Our Support Team has reached out to offer assistance and to help facilitate a resolution by working with both ***** and ******** While we havent yet heard back from *****, we remain ready and available to assist in resolving this matter as quickly as possible.

    Customer Answer

    Date: 11/19/2024

     
    Complaint: 22552439

    I am rejecting this response because:
    I have repeatedly told them I do NOT have a ******* Account and can not get them to stop this. I ask that they stop billing me. ******* and I have no way to do this because THERE IS NO ******* ACCOUNT. 


    Sincerely,

    ***** *****

  • Initial Complaint

    Date:11/03/2024

    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.
    This company has repeatedly ignored our requests to cancel our membership. The only reason they have my information is due to the complicated nature of redeeming a gift card. Now each year, though we NEVER use the account they continue to charge us despite repeated requests to cancel. Its always Im sorry well refund you half the amount each time it happens. Making cancellations as difficult as possible for customers who dont even use your service is pathetic and egregious. I wonder what percentage of sales comes from the way weve been treated.

    Business Response

    Date: 11/04/2024

    We are very sorry to hear about ****** ******** experience with the MasterClass subscription renewal charge. Our customers have the ability to manage their subscription renewal within their account settings. The ********************** Support Team has reached out to ******, and issued a full renewal for the renewal charge. The funds should be reflected back to the account charged within the next 5-10 business days. We are standing by if any additional assistance is needed. 

  • Initial Complaint

    Date:09/29/2024

    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 website was offered through ******* +play. I signed up for 1 year subscription to *******. A year later , Im finding out that I have been charged for this app I had never seen or heard of. They charged me $89.99 yearly subscription fee. My issue is this charge company is telling me they cant cancel this. And ******* is is telling me the cant cancel it either. Therefore Ive become a customer in the middle and my iss isnt getting handled.

    Business Response

    Date: 10/10/2024

    We’re very sorry to hear about Lauren's experience with canceling the Verizon +play bundle offer. Since the MasterClass membership was purchased and is managed through Verizon, we’re unable to make changes to the account on our end. We understand how frustrating it can be to be passed from one team to another, and we’re here to help in any way we can.


    We encourage Lauren to visit the Verizon +play FAQ (https://www.verizon.com/support/play-bundle-offers-faqs/) for details on managing her subscription or purchase. Our MasterClass Support Team has already reached out to Lauren to provide this information, and we’re standing by if any additional assistance is needed.

  • Initial Complaint

    Date:09/23/2024

    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.
    Contacted this company three times to cancel membership with no response from anyone. Unable to log in to cancel membership with out paying for a new membership.

    Business Response

    Date: 09/23/2024

    Were sorry to hear about ***** Stokesberrys experience with the MasterClass annual renewal charge. Members are always able to update their renewal preferences in their account settings prior to the renewal date. Our Support Team has already reached out to ***** and processed a full refund. The funds should appear in the account within 510 days. If theres anything else we can assist with, were here to help.

    Customer Answer

    Date: 09/23/2024

    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:09/17/2024

    Type:Billing 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.
    My account was canceled on 09/03/2024, however MasterClass has attempted to renew my account 4 times after canceling. I want to reduce any further issues by having my account deleted including my payment methods.

    Business Response

    Date: 09/18/2024

    We appreciate *************************** raising the concern regarding the lapsed payment email regarding the MasterClass subscription. We notify our members when the payment method on file is expired to remind them to make an update to the account with a new payment method to ensure the account remains active through the renewal. If our customers prefer not to update their payment method as they do not intend to renew then we are happy to assist with the cancellation to ensure there are no further charges. The MasterClass Support Team has been in touch with *********, and we have confirmed that the subscription is cancelled and there will be no additional charges. This will also ensure she does not receive the lapsed payment email. We are standing by if any additional assistance is needed. 

    Customer Answer

    Date: 09/18/2024

    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:09/14/2024

    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 purchased a 1-year family plan in September of 2023 at a discount rate. Neither the receipt nor the invoice specifically says that the plan will auto-renew - it only says that you can cancel auto-renew, not that auto-renew is automatically applied. I have not used MasterClass for some time and my plan has autorenewed. I did not receive an email indicating auto-renew would occur and would like a refund. Auto-renewals should be subject to a 30 day return policy the same way new purchases would. Auto-renewals should not be the default for any purchases and should not be allowed.

    Business Response

    Date: 09/27/2024

    We are very sorry to hear about ****** ******* experience with the renewal charge. We send our members a notification 30 days ahead of the renewal to ensure they are aware of the upcoming charge. We were unaware that ****** did not intend to renew, however a member of the MasterClass Support Team has reached out to ****** to confirm that we have issued a full refund for the renewal charge. The funds should be reflected back in the account within the next 5-10 business days. We apologize for any inconvenience caused and are standing by if any further assistance is needed. 

  • Initial Complaint

    Date:09/05/2024

    Type:Order 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.
    9/3/24 I was charged ****** for masterclass duo plan, I recall I cancelled my subscription last October 23. I wanted a 1 year subscription that was it. My service was not to be renewed. I also was not given any notice that my account would be debited before I was charged. Now I was signed up for another year. I dont want another year. Please refund me.

    Business Response

    Date: 09/06/2024

    We apologize for ******************************* experience with the renewal charge. We notify our members via email 30-days ahead of the renewal, and allow them to manage the renewal status within their account settings. Given that no changes were made toe the subscription renewal ******* incurred a charged. The MasterClass Support Team has been in touch with *******, and we were able to locate the account with a different email. We have issued a full refund for the charge, and ******* should see the funds reflected back in the account charged within 5-10 days. We are standing by if any additional assistance is needed. 

    Customer Answer

    Date: 09/06/2024

    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:09/05/2024

    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.
    On 5/9/24 Masterclass charged me for a renewal totalling $360 when I went to cancel it beforehand and I pressed cancel and then the reason but didn't realise you had to scroll down and press ANOTHER cancel button to actually cancel. They did not even send a reminder email the day before that would have prompted me to investigate, they just charged me $360 when their cancellation procedure is deceptive and makes people think they cancelled when they didn't. I don't want this subscription and I never wanted to renew.

    Business Response

    Date: 09/06/2024

    We are very sorry to hear about *********************************** experience regarding the renewal charge. We always allow our members to cancel their subscription within their account settings ahead of the renewal. The MasterClass Support Team has been in touch with ****, and we were able to locate the account under a different email. We have issued a full refund for the charge and the funds should be reflected back in the account charged within the next 5-10 business days. We are standing by if any further assistance is needed. 

  • Initial Complaint

    Date:09/04/2024

    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 was very clear and specific in my registration that I would not auto-renew this gift purchase. But that opt out was not honoured and I have been charged. I cannot get in contact with the company and feel this is very deceptive business practices.

    Business Response

    Date: 08/30/2024

    For some reason my business name is constantly being confused with a company that has Master Class in its name. The complaint is not against my company MasterClass Audio Video, LLC., we are an ******************* in *************** and have no affiliation with said business, we do not offer subscription services. Do better BBB! 

    Business Response

    Date: 09/05/2024

    We are very sorry to hear about ******************************* experience with the gift renewal. Our members always have the ability to cancel the auto-renewal within their account settings. The ********************** Support Team has been in touch with *****, and we have issued a full refund for the renewal charge. ***** should see the funds reflected back in the account charged within 5-10 days from the refund date. We are standing by to assist if anything else is needed. 

  • Initial Complaint

    Date:08/30/2024

    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 clicked on a link to try MasterClass for a month. However, it deducted an *entire year's worth* of charges from my ****** account. The ********************** website states you can request a refund in full during the first 30 days. But apparently since I signed up on my iPad I actually have to request that thru the Apple Store *while on my *********** have to call the Apple store and request it directly from Apple, and I am having a hard time getting through to that entity. However, stating a full refund will be given within the first 30 days and then making it go thru a third party provider and completely dependent on that provider to cooperate is a very misleading statement and could likely turn out to be false. I intend to cancel my subscription and want a full refund because of the above harmful and misleading business practice of advertising a month but charging for a full year with absolutely NO WARNING, but also because there are very few classes in my area of interest, which is ballet and wellness, and there certainly is not enough content there to be worth an entire year's charges. The actual class I wanted to take that was advertised in the original link I clicked on apparently costs an *extra* 10 dollars a month on top of what they already took out of my account!!! This is a ******************** bait and switch tactic. Very very upset about all of this. There's not even a link on the website that I can find to put in a complaint. Horrible.

    Business Response

    Date: 09/05/2024

    We appreciate *************************** flagging the concern regarding the refund and apologize for the inconvenience caused with the refund request. The MasterClass Support Team has followed up with ******** and issued a full refund for the charge. The funds should reflect back in the account charged within the next 5-10 business days. We are standing by to assist if anything else is needed. 

Master Class is NOT a BBB Accredited Business.

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