Complaints

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

close

Find a Location

ClassPass, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/04/2023

  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.

  As a previous classpass member, I rejoined the app following a free one month trial offer. To book a class, I upgraded to a full membership for $89 a month. This caused all my free trial credits (43 credits valued at $89) to be removed from my account. I immediately reached out to support and was informed that they understand where ** coming from however there isnt anything they can do to fix it. While upgrading to the full plan, there is no indication that the trial credits would be lost. This looks like false advertising to me. On the upgrade screen, it clearly stated that the 43 credits as a part of the free trial wont roll over. That implies that it would be available after the upgrade but wouldnt be a part of the monthly roll over. Unfortunately i dont see why any reasonable person would do the upgrade if their existing credits would disappear. I would like my trial credits returned to my account.

  Business Response

  Date: 01/13/2023

  Hi ****,

  
  Were sorry for any confusion and frustration regarding the trial credits. A manager will be reaching out to your provided email address. If you have additional questions, please follow up there. Thank you.
  

  Sincerely,
  ClassPass

  Customer Answer

  Date: 01/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ************
  
  
  
   
  
  

• Initial Complaint

  Date:12/20/2022

  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.

  The business charged me for a membership of $59 a month to book fitness classes withcredits, as this is what services it provides. It had a glitch in it technical system that would not let me book classes for over a week in the 4 week period of class bookings I paid for. It still has not been resolved, and I am unable to use any of their services. They refuse to refund me for this, even though it was completely their fault and technical issues with their app that will not let me book classes. They told me I would be able to book classes by the 16th, which was not the case. They then said it would take 72 hours which was again not the case. Then they told me I would have to pay for a new month to use my credits from this month. I am not planning on continuing my membership, so I got scammed out of $59 for this month.

  Business Response

  Date: 12/27/2022

  Hi *******, 

  We're sorry to hear about any trouble regarding booking classes through ClassPass. We've taken a look and it appears this was resolved over email with our team. That said, if you have any outstanding questions or concerns, please feel free to follow up on that email directly. Thank you. 
  

  Sincerely, 
  ClassPass

• Initial Complaint

  Date:12/19/2022

  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 to a free trial of class pass because im new to *********, a few studios I hadnt tried were listed, plus they had an advert showing spa / nail salons imagery which seemed like a nice thing to try.After signing up, I couldnt get a single class I wanted. So I cancelled. Or so I thought. For some reason it did not go through.I used to be a member of class pass in ***********. So ClassPass had my PH debit card. An account I no longer check regularly.For 8 months starting in March this year ClassPass deducted $99 from my account.I didnt book a single class in this time, I dont think I even opened the app. I was completely unaware that my membership was active. As soon as I realised I messaged customer service and asked for a refund. They refunded 4 months. I dont think this is sufficient.My complaint is not about me regretting a purchase, not getting around to using my credits. My complaint is about classpasss inability to ethically manage their membership. They should be able to see a list of members who are paying and not using the service for a single class or even their app month after month. A simple alert on the system could issue a notification thru the app plus an email etc. the business could check in / freeze the account. Instead of simply continuing to exploit the situation and take money when it is so obvious its a mistake.My last email to customer service was not replied to. I would like the remaining 4 months refunded. I would also like the membership team to review how many of their members are inactive I.e. have not booked a single class in more than a month/ or two and consider an ethical strategy to deal with this. For me, its a prompt weve noticed you are not using your membership, is everything ok? Do you need to freeze/cancel? Its so simple and clearly the correct thing to do.Thank you for consideration

  Business Response

  Date: 12/27/2022

  Hi *******,

  We're sorry for any confusion regarding your account. One of the managers on our Customer Experience team will be reaching out to you via your provided email address. Thank you! 
  

  Sincerely, 
  ClassPass

  Customer Answer

  Date: 12/27/2022

  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:

  [Your Answer Here]

  A senior **************** Representative came back to me and offered me 2 further months CREDIT to my account, not a refund.  The reason I didn't book a single class during my trial and attempted to cancel the auto-renew was because there were no classes available that I wanted.  So I don't see how that has changed.

  There was also no reference in their response to any improvements they would make to their membership policy for members who have not opened the app / booked a class in several months, which makes me feel this will just keep happening to people, which is unfair, poor business practice and the second reason why I feel my complaint is unresolved.

  For my complaint to be considered resolved, I would like the full remaining 4 months refunded, not in credit, and a response regarding how they will consider tracking billed, non booking members to make sure they are not taking money from people without them using the service.  Its just the right thing to do.

  Regards,

  ************;

   

   

   

   

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

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

  Business Response

  Date: 01/13/2023

  Hi *******,

  Thank you for following up with us. A manager will be getting in touch with you via your provided email address. If you have additional questions, please follow up there. Thank you.

  Sincerely,

  ClassPass

• 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.

  Classpass has allowed my AMEX credit card to be charged for a membership that is not mine and I cannot identify for 3+ years at $15 a month and it is now rising to $19 a month. I have submitted many Support cases begging for my card to be disconnected at the least (though I should be receiving my money back for these fraudulent charges). I cannot identify whos account is using my card and they cannot tell me because of privacy laws, so Support conversations end and there is no help. This card is now expired, but AMEX honors charges even when things are expired. I have asked that they at the least say updated card information needs to be input so the fraudulent user can no longer use this card, but that has been ignored. I was told recently again that a specialist would reach out and that has still not been the case. I submitted a case about my previous case for a specialist and that went unresponded to. I am completely stuck and theyve already taken over $600 from me and it doesnt appear to be stopping anytime soon without help. Attached are images of the credit card transactions on my card that I showed as proof of owning the card of these charges and reiterating that these are illegally and fraudulently being charged on MY card.

  Business Response

  Date: 12/27/2022

  Hi *****,
  

  We're so sorry for any confusion regarding these charges. One of the managers on our Customer Experience team will be reaching out to you via your provided email address. Thank you! 
  

  Sincerely, 
  ClassPass

• Initial Complaint

  Date:12/01/2022

  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 signed up for the free trial, canceling 2 weeks into the trial, twice. Because it wouldnt work the first time. Now that I attempted to cancel my free membership trial two times, I get an email saying I will be charged. My membership was not canceled (scam on ClassPasses part. This is how they take money) and I was charged today. I do not want to use ClassPass as I have made it clear by canceling twice so I dont get charged. I need a refund and my card taken off of your accounts.

  Business Response

  Date: 12/07/2022

  Hi *****,

   

  We're so sorry for the trouble you had cancelling your membership. We can confirm that one of our ****************************** has followed up with the email you sent in and has refunded the membership charge. Thank you for your patience.

   

  Sincerely,

  ClassPass