Complaints

This profile includes complaints for ClassPass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ClassPass, Inc.

  275 7th Ave, 11th Floor New York, NY 10001-6708

• 

  ClassPass, Inc.

  101 E. Front Street, Suite 501 Missoula, MT 59802

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:08/04/2022

  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.

  On 7/17/2022, the last day of my monthly membership cycle, I had a massage scheduled through Classpass at ********** in ***********. It is through their concierge service, and I had called to confirmed that the appointment was booked under my name. I had an issue in the past where it randomly got canceled by booking through Classpass.I got to ********** to check in. While my name was there b/c someone had called to book it originally, there was no form of payment. I had to pay, but it was also taken out of my Classpass credits. The point was to use the credits. I spoke to the owner, and they said that they had never heard of Classpass, nor do they do any business with them. The owner sent me an email confirmation acknowledging the cancellation of my massage, since I only went because I had credits to spend that wouldn't rollover. I forwarded this to Classpass support. No word.I chatted with someone the next day (first day of my monthly renewal), and they said that they would issue my credits back. Days go by. Nothing. I chatted with someone else, and they said I couldn't get them back b/c the 62 credits (over $120 in value) were baked into the rollover credits and I was at my **** I asked to speak with a manager, and they still haven't gotten back to me over 2 weeks later. The support person said it would be 2 days. Based on the timeline & promise of credits returned, it was already in my new cycle. Based on this + news articles I've found, Classpass Concierge is a scam. I want my credits back, since I had full intention of using it and could not due to Classpass' lie. I have previously forgone credits in a rollover that I knew I had no intention of using, but this is an error and falsity from Classpass. In fact, I don't even want the credits since I won't be continuing my plan. I'd like a refund for the $124.

  Business Response

  Date: 08/10/2022

  Hi Su in, 

  We are sorry to hear about this experience. A specialist from our Customer Experience team will be reaching out to you via the provided email address. We ask that if you have any additional questions, to kindly ask them on that email. Thank you. 

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 08/13/2022

  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,
  
  Su In Park
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  ClassPass has been continuing to charge me even though it has not been used in three years because of the pandemic. This is an unethical business practice. I was not notified about this.

  Business Response

  Date: 08/08/2022

  Hi ***, 

  We're sorry to hear about any confusion here. A manager from our Customer Experience team will reach out to your provided email address. If you have additional questions, please feel free to follow up there. Thank you. 

  Sincerely, 

  ClassPass

• Initial Complaint

  Date:07/29/2022

  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 signed up for a free 2 week trial of Class Pass, which is a membership for fitness classes, in October 2020 to see if it would be something useful and if so to continue with it. Shortly after signing up, I went to look at the fitness classes in my area of *****, **, however there were no classes within the area, the closest classes were in *******, which is about a hour and half drive away so I cancelled my membership within the 2 week free trial period through my online account via Classpasss website. However, the cancellation didnt go through, but I wasnt made aware of this until April 27, 2022, when I got an email about an update to membership plan with monthly charges increasing from Class Pass. I looked at my statement from my card and saw that my membership wasnt cancelled as I had been getting charged every month since October 2020. I went back to Class Passs site to make sure I dont continue getting charged to cancel the membership for the second time while I contact Class Pass to resolve the previous charges from the cancellation not going through. After cancelling, I went to my email to confirm this second cancellation went through, but I never got email confirmation for the cancellation. Class Pass only offered a partial refund of $237, however I had been charged $1343 from October 2020- April 2022. Class Pass can clearly see that I didnt use the service as once youre a member, you still have to sign up for classes to attend, and I never signed up or attended any classes. So I have been getting charged for a service that I cancelled twice and never used. I want a full refund of $1343 there is a glitch with their site as I have cancelled my membership twice and never got confirmation. The first cancellation was during the free trial period in October ********************************************************************************** April 2022, the cancellation confirmation didn't come via email and Class Pass still tried to charge me the next

  Business Response

  Date: 08/03/2022

  Hi *******, 

  We're sorry to hear about any confusion regarding the status of your membership. A manager from our Customer Experience team will be reaching out to your provided email address to see how we can assist. Please feel free to follow up with any questions there. 

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 11/16/2022

  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:

  Screenshots attached that I was told I would get a $316 refund if I cancelled immediately, which I did. I cancelled my account in October 2020, but it seems there was an issue with cancellation process as I kept getting charged and didn't realize this until April 2022. I have been charged $1343 for services never received. I reached out to the business in April 2022, and was told I would get $316 back. I only got back $79 to date. 
  

  
  

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 11/23/2022

  Hi *******, 

  A manager from our Customer Experience team will be reaching out again to discuss this with you. Thanks. 

  Sincerely, 

  ClassPass

• Initial Complaint

  Date:07/21/2022

  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.

  ClassPass charged my credit card without my knowledge or consent beginning May 13, 2021 to July 13, 2022. They reactivated my account despite that I did not have an active account having previously cancelled my subscription with ClassPass. They claimed they notified the email associated with my account. The email used was for my previous employer which was no longer in use and would have notified ClassPass that it was unable to deliver the message. I did not have access to that email beginning in September 2020. ClassPass offered a 4 month refund and a 4 month credit which I do not accept. They fraudulently used my credit card for services I did not agree to. I unfortunately no longer have access to the email they claim to have notified. I did not have an active account with ClassPass and so did not give permission for them to activate my account. I provided my charges through August 2020 on my credit card showing that ClassPass did not begin billing me until May 2021 when they activated my account without my permission.

  Business Response

  Date: 08/01/2022

  Hi *****, 

  We're sorry to hear about any trouble regarding the auto-renewal of your account. A manager from our Customer Experience team will be reaching out to your provided email address. You are welcome to follow up on that email with any outstanding questions. Thank you. 

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 08/04/2022

  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:07/18/2022

  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, as a small business owner partnered with ClassPass started this year in April. There was no transparency on the payout of each services on partnership dashboard. They initially duplicated two services on my service menu, one with the wrong payout amount. They owe me $50. I emailed them several times, chatted with them many times and was told that someone from ****************** team will contact me via email soon. However, three months passed I never received anything from them. When I follow up about the issues on email, I also asked to add new services. I received a response from them the next day. I told them what the prices are and the duration of the service. They already added them on my service menu even before I reply and confirm with them. I expected them to be ethical, trustworthy. Very disappointing to find out that the two new services were also listed as $30 payout when it supposed to be $67.50 and $62.50. I contacted them immediately regarding the issue and I was told they are already escalated to ****************** team. ClassPass is now owing me $120 worth of payout. They never response to me email regarding the issue and there is no phone number to contact. Totally scam.

  Business Response

  Date: 07/27/2022

  Hi *****, 

  We're sorry for any trouble here. Our ****************** team is reaching out to your provided email address. We ask that you kindly check your inbox and follow up directly on that thread if you have any outstanding questions. 

  Thank you, 

  ClassPass

• Initial Complaint

  Date:07/18/2022

  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.

  Two times ClassPass booking kept a reservation on pending for several days during which time my credits were not able to be used. Each time the reservation was canceled 8 hours before it was scheduled to occur. I contacted support for resolution and had it brushed off as a problem with the booking portal. I contacted again asking for a refund for the unusable credits and was informed they cannot process any membership refunds retroactively.

  Business Response

  Date: 07/27/2022

  Hi ***** 

  We're sorry to hear about any trouble here. A manager from our Customer Experience team will be reaching out to your provided email address. We ask that you kindly follow up there if you have any additional questions. Thank you.

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 07/28/2022

  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:07/07/2022

  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.

  My business signed a contract with classpass. Simple and not much verbiage as to what the relationship entailed. Classpass labels businesses that they contract to service their clients partners, basically independent contractors. With that said, two of my office sites were added and our fees. Afterwards, we were not allowed to add more office sites or update our fees. We have questioned this over numerous emails, and have been given information, that does not provide a resolution. We were told various different instructions and the last one that we received two weeks said we would get a new contract. We never did. After much back and forth, we decided as an organization that we did not want to be partners. After attempting to terminate our partnership we have been unsuccessful and STILL present on their app/website. This is unfortunate for us, because when/or if clients ****** us, classpass shows up. We feel this is a direct action to gear clients who seek us, to the website, even though we are not active and we are not partners. We are requesting not only that we are removed from their website, but that they release information on their percentage structure off all businesses contracted. We feel this business targets smaller businesses, to gain large profits. They are intentionally ignoring emails and requests to keep businesses listed that arent actually active. To make them seem more valuable to communities. We are not accepting of their partnership under their terms; and would like an immediate resolution of removal of our business. To prevent a civil legal action. I am providing a few emails. I have more if needed.

  Business Response

  Date: 07/15/2022

  Hi *******, 

  We're sorry to hear about any trouble. A member from our team should be reaching out to connect with you about this. We ask that you kindly look for their outreach and share these concerns. Thank you. 

  Sincerely, 

  ClassPass

• Initial Complaint

  Date:07/06/2022

  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 have a corporate membership through my company and received a $100 gift certificate from friends for ClassPass in December. I redeemed it on 1/3/22 assuming I could use it for additional monthly credits but it can ONLY be used toward a monthly membership. I have no interest in ever applying for a personal membership due to the lack of availability/studio participation in my area and now through further investigation see that ClassPass is a shady company with shady policies. I am owed that $100 in credits or expect to be refunded that monetary value.

  Business Response

  Date: 07/13/2022

  Hi ********, 

  We're sorry for any trouble regarding the gift card on your account. A manager from our Customer Experience team is reaching out to your provided email address. If you have any additional questions, we ask that you kindly follow up there. 

  Sincerely,

  ClassPass

• Initial Complaint

  Date:07/05/2022

  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 received an offer email to join back offering me credits. I canceled before the billing cycle ended.I have an iPhone and only one account with ClassPass.My Apple iPhone allows me to choose the option to hide my email address, but still uses the original email I have the account with.They are telling me that since I have another account, and used credits THEY ISSUED ME, that I am being charged $89 for the billing cycle.They misrepresented the offer, and dont see this was an error.

  Business Response

  Date: 07/12/2022

  Hi ****, 

  We're sorry to hear about any confusion regarding your membership with us. It looks like our Customer Experience team was able to help clarify this, but in case you have any outstanding questions we're having a manager from the team send you an email to your provided email address. 

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 07/12/2022

  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.

   

  thsnks for your help.

   

  I do not consent to my name being posted or my complaint.
  
  Sincerely,
  
  * *
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/28/2022

  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.

  To Whom It May ********* am kindly requesting a full refund of membership fees in the amount of $79 x 2 for the months of November 2021 and December 2021. I was ill during this time period and was unable to use any of my credits. I contacted Classpass support on January 28th, 2022 in reference to pausing my membership until I was well again, at which time I was told, "Now that many of the studios, gyms, salons, and spas on our platform are back in business, we have decided to switch our focus back to standard, credits-based plan options. As such, we are no longer offering access or pause in your area." This is ***** contrast to the ad that was running on Instagram, which marketed Classpass as a "pause anytime" membership option at the time I signed-up. I was then told should I not continue my membership, since pausing was no longer an option, I would loose all of my credits. So it placed me in a corner to either pay the monthly fee, or loose everything. Out of pure principle, I decided to cancel given I feel that this business is engaged in unfair business practices.

  Business Response

  Date: 07/05/2022

  Hi ********, 

  We're sorry for any confusion regarding our auto-renewal system. A manager from our Customer Experience team will be reaching out via your provided email address to assist. If you have any questions, you are welcome to ask on that email. Thank you. 

  Sincerely, 

  ClassPass

  Customer Answer

  Date: 07/09/2022

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