Reviews

This profile includes reviews 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

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  ClassPass, Inc.

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

Review Details

• Review fromLisa B

  Date: 05/09/2025

  1 star
  Unbelievably poor customer support. I have had more issues caused by ClassPass than I have had sales. I purchased a business which was on ClassPass, and we are now TWO MONTHS into the transition process, and ClassPass is messing things up in ways I wouldn't even have thought was possible. My business is losing thousands of dollars because of their incompetence, and it is really upsetting. I imagine that Mindbody, who acquired ClassPass simply doesn't care about them at all and is simply letting them take money from businesses until they fade to nothing.

• Review fromJamie M

  Date: 05/09/2025

  1 star
  In March 2025, I was contacted by ClassPass regarding listing my business FACETIME BEAUTY LOUNGE on their platform. After extensive communication and expressing several concerns about joining, I was assured that the platform would function as agreed upon and meet my business needs.However, after joining, I quickly realized that the platform does not operate as described. I reached out to onboarding support, but was told they could not assist and directed me to a general chat resource, which has proven unhelpful.This listing is negatively impacting my business in several critical ways:The system frequently goes down, preventing timely login and communication with clients.Appointments do not sync with our existing booking platform (GlossGenius), leading to double bookings and missed appointments.Customer service is poor, and response times are unacceptably slow.Despite two attempts to have our listing removed, I have received no response and the listing remains active.This ongoing issue has caused disruption to my operations and damage to my reputation. I am requesting that ClassPass immediately remove my business listing and formally acknowledge this request.Sincerely,***** ********* Owner

• Review fromSara L

  Date: 05/04/2025

  1 star
  Charged me when my membership was on pause. I paused when I had a mastectomy and they kept charging me. They wont refund my money back, closed the chat when I asked to speak with someone higher up and said they dont have that option and cancelled my account. They just take money, disgusting service. Not worth it at all you never get into good classes.

• Review fromTaty F

  Date: 04/22/2025

  1 star
  Resolving any issue is a disaster, making updates or changes on your own through the platform isnt possible without there approval . Which could take a month to hear back . The support is horrible they waste your time and nothing ever happens . Even when you think youll get a call it gets scheduled and they never call you . They also try to make payouts lower out of no where . Ive been trying to get in contact for three weeks . At this point I want to remove my business from the platform and even that I cant do without speaking to them and they just wont call . So what do I do ? I need my business removed if we arent working on fixing the problem .

• Review fromYagmur K

  Date: 04/21/2025

  1 star
  I had been using ClassPass and used up all of my credits before my renewal date. I was planning to cancel my membership because I was moving to an area where ClassPass is not available. Unfortunately, ClassPass charged me $79 before the renewal date, so I disputed the charge with my credit card company.ClassPass immediately responded by canceling my membership yet they still kept the $79. So now I'm left with no access to any services and a charge for something I will never be able to use.Whats the logic behind charging someone for a service they cant use, then canceling the membership as a penalty for disputing the charge? I feel like my money just went to waste. Its incredibly disappointing and unfair. Be cautious if you're planning to move or cancel. ClassPass doesn't seem to offer any flexibility or customer care in these situations.

• Review fromTara W.

  Date: 03/10/2025

  1 star
  I am filing a formal complaint against ClassPass due to a recent change in their service that has made the app essentially unusable for my needs, as well as the poor and unhelpful customer service Ive encountered in trying to resolve the issue.Ive been a loyal ClassPass user for years and have booked over 250 spin classes at ************ through the app. Until recently, this process worked well. However, Ive now noticed that my class reservations are marked as pending, and when I contacted the studio directly, they confirmed they were not receiving any record of my booking. This means I can no longer reserve a specific bike ahead of time, which is frustrating. I often attend with friends, and choosing bikes next to each other is part of the experience. Losing this option has made the app much less functional.I contacted ClassPass support four separate times and received no helpful supportonly rude, dismissive responses. Two representatives told me my pending reservations were due to a policy penalizing users who cancel too often. According to them, if a user cancels ********************, future bookings are held in pending status and only confirmed one hour before class. When I asked for written documentation of this, I was told it isnt an official policy, but rather a system feature. This is unacceptable.There is no mention of this policy in the app, in the terms, or in any communications. To make matters worse, ClassPass advertises:Change in plans? Dont sweat it. Cancel your reservation through your ClassPass account.This directly contradicts their punitive feature. Users should be notified of major changes, especially when it limits how the app can be used.I am requesting a clear explanation, written policy, and a refund or credit for the time I have not been able to use the service as *************,**** ****

• Review fromJamieson V

  Date: 02/20/2025

  1 star
  I reached out to class pass in September 2024 asking them to roll over my previous 2 months of credit because I was out of the country and had no they did not roll over. They said they would not do that. I asked for them to cancel my account. They did not do that. They continued to charge me for the next five months until I realized it was being charged on my account. I asked for refund for those months and they said the most they can do was four months. They charged me for six months of an account not even being accessed or used. They have Terrible customer service. They do not take clients seriously; nor do they care. Dont ever use them- class pass is a joke.

• Review fromSyd R

  Date: 02/18/2025

  1 star
  Do not sign your business up! My business was on ClassPass as an option for members to sign up. After 4 months I wanted to cancel it took 8 days and about 18 emails and 5 phone called. They made it painfully difficult I am still not out they want to keep you in so bad they will not respond to give out customer service numbers. Mainly just customer support bots. STAY AWAY

• Review fromSkip H

  Date: 02/12/2025

  1 star
  First of all, the phone listed on BBB site is disconnected. Class Pass makes it impossible to cancel service. No phone #'s, only AI bots that talk in circles. Do yourself a favor and avoid Class Pass at all cost. It's a horrible experience.

• Review fromKaysey G

  Date: 01/10/2025

  1 star
  I reached out to ClassPass to activate a new membership. Apparently, I had signed up for a free trial 6 years earlier with a former work email, so they would not let me create a new account. They wanted the credit card information I had used 6 years ago and for me to access a company email Im no longer employed with.I had zero interest in another free trial, I was just interested in becoming a member. This company clearly has significant IT issues and no interest in growing their business due to a modern day challenge that they should easily be able to resolve.