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:09/05/2024

  Type:Order 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.

  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,
  
  ***************************

  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. 

• Initial Complaint

  Date:09/05/2024

  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 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:

  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 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:

  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 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. 

• Initial Complaint

  Date:08/19/2024

  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.

  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,
  
  *******************************

  Business Response

  Date: 08/20/2024

  We appreciate ******** bringing up the concern regarding the renewal charges for the MasterClass membership purchased on August 7, 2022. ******** has been in contact with the MasterClass Support Team, and we have confirmed that the renewal charges were for the continuation of the original subscription. Attached are the invoices and receipts for ********'s purchase. When signing up for MasterClass, customers agree to our Terms & Conditions (********************************************), which include information about our renewal process. We notify our customers about renewal charges 30 days in advance, and we have verified that the renewal reminders were both delivered and opened. That said, we have agreed to issue a full refund for all of ********'s charges. The MasterClass Support Team has already reached out to confirm that the funds should be reflected back in the account within 5-10 business days. We hope this information is helpful, and we are here to assist with any further needs.

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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.

  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,
  
  *************************

  Business Response

  Date: 08/12/2024

  We are very sorry to hear about ************************* experience regarding the subscription renewal charge. We always allow our customer so manage their subscription settings and cancel the auto-renewal. The MasterClass support team has followed up with ***** to acknowledge the complaint, and we have made a one-time exception and issued a full refund for the renewal charge. ***** should see the funds reflected back in the account within the next 5-10 business days. We're standing by if ***** needs anything else. 

• Initial Complaint

  Date:07/15/2024

  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.

  I chose not to renew my membership with masterclass past year one. My account was made inactive (most likely due to my email request to cancel past year 1) as desired. However, masterclass has now made 17 attempts to charge my credit card for a 2nd year of membership in a period of 1 month (June 15-July15). Subsequent emails have gone unanswered to the business and since the membership is inactive there is no option to cancel my membership on their website. I need the business to cease attempting to charge for a 2nd year of service which has been cancelled.

  Business Response

  Date: 07/17/2024

  We are very sorry for the inconvenience we have caused ********. The subscription was stuck in a lapsed status with a payment method that could not be processed, and as a result we were notifying ******** to update the payment method. That said we understand that ******** wanted to cancel the subscription and cease communication. The Member Support Team has been in touch with ******** to confirm that the subscription is cancelled and there should be no more emails as the account is now inactive. We're standing by to assist if anything else is needed. 

• Initial Complaint

  Date:07/09/2024

  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.

  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,
  
  ***********************ld have been used to notify the customer/card holder, instead only one email was sent, which was not received by the customer. This speaks volumes about the business practices of this company. I would like a refund.

  Business Response

  Date: 07/10/2024

  We are very sorry to hear about *************************** experience with the MasterClass subscription renewal charge. The MasterClass support team has followed up with ******* to confirm that we have issued a full refund for the charge and the funds should reflect back in the account charged within 5-10 business days. We are standing by if any further assistance is needed. 

• Initial Complaint

  Date:06/17/2024

  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.

  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,
  
  ***********************************

  Business Response

  Date: 06/18/2024

  We are very sorry to hear about *************************************** experience with the subscription renewal charge. We always allow our member to manage their renewals within the account settings. ******* contacted MasterClass support, and we confirm that we issued a full refund for the renewal charge on 6/17/24. ******* should see the funds reflected back in the account charged within 5-10 days form the date of the refund. If any further assistance is needed we are standing by to help. 

• Initial Complaint

  Date:06/17/2024

  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 purchased one year subscription for masterclass last June 2023. I immediately cancelled the auto renew or at least I thought I did so correctly. I have not used this service for months if ever neither did anyone in my family. All the emails go to spam. I saw a charge for an auto renewal and immediately contacted the company as the website indicates requesting a refund. They only responded one time andindicated that I would need to write back if I wanted a 50 percent Discount. I emailed twice more requesting a full refund to no avail. I am still requesting a full refund within one day of the auto renewal. There have been known issues according to the internet of the removal of the auto renewals. It is very difficult to find a number on the phone to speak to someone. This is causing an extreme amount of stress on our family for a product we never use or enjoyed.

  Business Response

  Date: 06/17/2024

  We are very sorry to hear about *********************************** experience with the MasterClass renewal charge. The MasterClass Support Team has reached out to ****** and confirmed that we have issued a full refund for the charge. ****** should see the funds reflected back in the account charged within the next 5-10 business days. We are standing by if any further assistance is needed.