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Business Profile

Security Consultant

Clear

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Consultant.

Complaints

This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Clear 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.

    Please enter a valid location.

    • Clear

      65 E 55th St Fl 17 New York, NY 10022-3414

    • Clear

      85 10th Ave Fl 9 New York, NY 10011-4768

    Customer Complaints Summary

    • 362 total complaints in the last 3 years.
    • 132 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:04/09/2024

      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.
      The message is in relation to an interaction with CLEAR.me through LinkedIn. LinkedIn provides a feature that allows for account verification via a phone number. Consequently, I submitted my personal details along with my current Florida driver's license, only to be advised to attempt the verification process again after a period of 30 days. The rationale behind the 30-day waiting period for LinkedIn account verification puzzles me. Additionally, I have never utilized Clear.me through any application or at any airport, which makes the suggestion from their representatives to log out of the application perplexing. My phone number is active and operational, indicating that it is not the source of the problem. Despite adhering to the 30-day waiting period, I encountered the same issue upon reattempt. It has come to my attention that this problem is not isolated to my experience alone but appears to be a widespread issue among users, arguably the most prevalent one encountered. There is a pressing need for improvement in this area.

      Business Response

      Date: 04/23/2024

      Hi *******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns

    • Initial Complaint

      Date:04/02/2024

      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.
      I received a targeted email from Clear stating that I would receive a $75 Uber voucher after upgrading to Clear Plus. I followed the directions in the email and even chatted with a representative prior to accepting the offer to verify the validity of the offer. The chat representative confirmed I'd receive the voucher within two weeks. I followed up on the voucher today by first chatting with Clear who said I'd need to follow up with customer support via email. I emailed explaining my situation and sending a screenshot of the email as well as my previous chat history with the representative confirming my eligibility. I'm being told I didn't enroll properly and received a $149 membership instead. This isn't what I wanted, asked for, or signed up for. This is deceptive marketing. I'd like one of two things to happen. 1. A cancellation and refund of the $149 I spent, or 2. The $75 Uber voucher to be sent to me. I'm attaching the targeted email offer with fine print. It simply says I need to enroll through the link, which I did. I'm attaching the callous and canned response from customer service when I shared my experience and follow up, and I'm attaching the screenshot of my chat conversation with a Clear customer service rep online who confirmed I'd receive the voucher. I chatted this person right before I decided to enroll in an effort to avoid something like this.

      Business Response

      Date: 04/04/2024

      Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

      Customer Answer

      Date: 04/05/2024

      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 and the matter has been resolved.

      Sincerely,

      ***********************



       

    • Initial Complaint

      Date:03/28/2024

      Type:Service or Repair 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.
      This morning 3/28/2024 I missed my 7:05am flight at *** even though I arrived an hour early. The line for Clear was very long however sign said 10 minutes. It was ************************************ line twice once to have my eyes screened then a second time where I had to show my id and again show my face. This is ridiculous for a PAID service. Missing my flight caused a great inconvenience in arriving to my destination and caused me to lose my booked window seat in Delta Comfort that I had and be rebooked to the back of the plane on the next flight 3 hours later in a middle seat in the back of the plane.Clear should be honest about the time it takes to go through the line and the fact that it is actually two different lines and not just one you have to wait on. This paid service should not be the cause of passengers missing flights. The advertised faster security lines is absolutely false and untrue. ***********************************

      Business Response

      Date: 04/02/2024

      Hi *********! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns. 

      Customer Answer

      Date: 04/03/2024

      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 and the matter has been resolved.

      Sincerely,

      ***********************************



       

    • Initial Complaint

      Date:03/28/2024

      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.
      We signed up for this service at the airport, attempted to use it several times and it never worked. So we canceled the service. They sent confirmation of cancellation. A year later, sent an email saying they would renew. I called and canceled again. They then charged me three times in that same month. I called and they said there's no evidence they charged me. I had to send in evidence of my card receipt. They did not respond. I emailed to follow up, they stated that they already sent the refund. I did not get it. They also did not ask for my account information, so how would they know where to send the info? Now, they are no longer responding.

      Business Response

      Date: 03/28/2024

      Hi *****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

    • Initial Complaint

      Date:03/18/2024

      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.
      This is in response to CLEAR.me via LinkedIn. LinkedIn has an option to verify my account via ***********************; I sent in my information as well as my current ** driver's license to *********************** only for them to tell me to try again in 30 days. Why 30 days is necessary to verify my LinkedIn account is odd to me. I have also never used Clear.me via any app or airport so I am not sure why representatives told me to log out of the app. My phone number is also in good standing as well, so that is not the problem.

      Business Response

      Date: 03/20/2024

      Hi ********! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

      Customer Answer

      Date: 03/23/2024

      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 and the matter has been resolved.

      Sincerely,

      *******************************



       

    • Initial Complaint

      Date:03/18/2024

      Type:Customer Service 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.
      We have cancelled this membership multiple times over the past year. And have not used the benefits. Even changed our credit card numbers. Yet they still have our new credit card information and they still charged us $189.00Made at:CLEAR *CLEARME.COM -CLEARME.COM ,NY On:March 18, 2024.This company is the biggest scam!!! If the charges arent removed we will file a police report and with our bank. Its ridiculous that this keeps occurring and they never reverse the charges either. Weve never had this happen with a company constantly charging you for things youve cancelled. I not only want the money charged $189 back but any other fees from the previous year we werent able to recuperate.

      Business Response

      Date: 03/21/2024

      Hi *******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

    • Initial Complaint

      Date:03/14/2024

      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.
      Hello. I was working on my 2023 taxes and noticed a charge from Clear on April 18, 2023 for $189. I do not approve this transaction. At that time the representative at the airport asked me if I wanted to try the service. He said that there would be no charge and that if I wanted to sign up and pay for the service I would need to go online and create an account. I did not feel that the service was of value for my travel needs, so I never went to the website to create a membership. I have never received a receipt for the purchase. I was able to go online last week and discontinue the membership through the ** feature so that it would not charge me in 2024, however the ** feature does not allow you to request a refund. There didn't seem to be a way to talk to a live person. I have never used Clear during my travels since being introduced to it in April 2023, especially since I did not technically know that I had been charged for the membership. I would like to request a $189 refund as I feel the representative was misleading. I truly believed that I would need to go online and create an account to activate a membership. I appreciate your assistance. Kind Regards.

      Business Response

      Date: 03/16/2024

      Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

      Customer Answer

      Date: 03/18/2024

      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:

      I read the response that a representative have reached out to me via email.  I do not have any emails from Clearme In my inbox or my junk mail.  My email address is ************************

      Could they please try again?

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      *************************




       

      Business Response

      Date: 03/28/2024

      Hi ******! We took a further look into this and are happy to see that a member of our service team has reached out to you via email again and provided a resolution to your concerns.

    • Initial Complaint

      Date:03/12/2024

      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 had a ticket for a flight from *** to *** on Tuesday, March 12. I spent more than one hour in the Clear line and consequently missed my flight and had to purchase another ticket for the same day. The issue was that on a very busy airport such as MCO, there was only one Clear employee who was assisting people in line. If there would be several people on duty that day, the line would move much faster and I wouldnt miss my flight. I am seeking compensation for my missed flight.

      Business Response

      Date: 03/12/2024

      Hi *********! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns. 

      Customer Answer

      Date: 03/14/2024

      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: instead of compensating me for the extra airplane ticket that I had to purchase because Clear provided a subpar service and also the hours of work that I missed due to their poor service, they just said that I can adjust my membership at any time. Clear failed two provide the service I signed up for and therefore should compensate me for the monetary losses I inquired due to their poor service. I am seeking compensation for my extra airplane ticket in the amount of $125.10 and two hours of missed work $82.42 (41.21/hr).

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      ***********************************




       

      Customer Answer

      Date: 08/16/2024

      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: I missed my flight because if poor performance of Clear service. I want clear to compensated for the monetary loss caused by this company. The exact amount was listed  in the previous message exchange. The company offered me one year of free subscription but I am not interested in that. I want money for the missed flight.


      [Your Answer Here]


       


       


       


       


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




      Sincerely,



      ********* ********









       

      Business Response

      Date: 08/28/2024

      Hi ********** We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

    • Initial Complaint

      Date:03/12/2024

      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.
      went on an airplane trip alone for the very first time. i was at ***************. after checking my luggage, i went upstairs to go through security. before i even tried to go through normal TSA, a clear employee got ahold of me, a clearly young woman traveling alone. he told me that everybody was doing security this way today and that it would be much quicker. he asked for details of my trip, including the name of my boyfriend who i mentioned i would be visiting. after he asked for my card, i expressed confusion. he said it was just a trial period and that there would be no charge, but encouraged me to not cancel the trial. after i got through security i was horrified reading the reviews of this business, especially knowing they now had my card information, fingerprints, full name of not only me and my boyfriend, but a registered account in my name. *** asked how to delete the account entirely, but to no avail. the email associated with the account is the same as in this claim, feel free to contact me via email for more information.

      Business Response

      Date: 03/19/2024

      Hi ********! We took a further look into this and are happy to see that a member of our service team has reached out to you via email and provided a resolution to your concerns.

      Customer Answer

      Date: 03/22/2024

      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 and the matter has been resolved.

      Sincerely,

      *****************************



       

    • Initial Complaint

      Date:03/12/2024

      Type:Service or Repair 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.
      On Feb. 14, 2024 my daughter and I were at the ******************************************************* waiting in line to go through *** screening check point. We were approached by a Clear employee and instructed to go to the Clear checkpoint next to the line we were in. We complied and asked why we rerouted. The agent said we would be get through the *** screen quicker. My daughter and I both asked if there was any charge associated with going through the Clear process when they asked us to enter a credit card and were both told no. Following our trip my daughter told me she not a $189.00 charge for a family membership to Clear. She was able to cancel her membership. I checked my checking and credit card statement and did not see a charge. Upon opening my credit card statement today, I found a $189.00 charge that was processed on Feb. 28, 2024. I am furious. This is a total scam being perpetrated knowingly by Clear agents! I contacted Clear by phone on 3/11/24 and was told I would be sent confirmation of cancellation of my clear account and would receive reimbursement. That email never came and the phone call was disconnected as I waited for the representative to verify my email address. I will contact my bank and dispute this charge.

      Business Response

      Date: 03/23/2024

      Hi ****! We took a further look into this and are happy to see that a member of our service team has reached out to you via email regarding your concerns.

      Customer Answer

      Date: 03/25/2024

      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 and the matter has been resolved.

      Sincerely,

      *********************



       

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