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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.

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    • 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

    • 361 total complaints in the last 3 years.
    • 124 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:05/08/2024

      Type:Billing 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.
      On 4/4 I cancelled my membership free trial with clear that was set to end 4/29 and that is when I would be charged for the membership if not canceled. I received verification on 4/4 of the cancellation confirmation from clear. On 4/29, I got an alert from my bank that Clear was trying to charge me $189. I told my bank it was not approved and then chatted with clear that same day that said they had no record of trying to charge my account and that I owed nothing since I cancelled prior to the trail ending. They also said since it did not post to my account, since i reported to my bank that it was fraud, there was nothing they could do to make sure it didnt happen again. On 5/3, they attempted to charge my card again that this time went through and posted to my account. The fact that this company said they can not see the attempts on their end to charge me is extremely concerning that they dont know who they are fraudulent attempting to charge. From other claims, this seems to be a normal business practice for them and I need to be refunded my money asap.

      Business Response

      Date: 05/16/2024

      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: 05/23/2024

      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 was told by Clear that there is nothing they can do about the charge because they can not see they charged me on their end and that I needed to contact my bank. I contacted my bank that went to clear for a refund and they declined it from my bank, after clear confirmed many times that I should not have been charged.  My bank now has to do the full dispute process, which clear can also still try to block. With how this company seems to function, I do not know yet if I will have to file an appeal or not for the dispute. They most certainly did not resolve the issue, as I still have the charge on my card from them and they declined the refund from my bank. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/13/2024

      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: 06/18/2024

      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:

      This company wrongfully charging me and taking my money and then simple saying they dont have record of it is not a resolution. From other complaints this clearly seems like a regular occurrence and yet they seem to not care enough to actually look into the issue with their system charging cards they do no have permission to charge and then the more concerning issue of them then not having record of wrongfully taking my money. I still do not have my money back from this, due to them then rejecting the refund my bank requested causing the long process of a dispute to have to happen. This company continues to waste my time by sending responding emails saying if I have more information to help them better locate the charge, to let them know. I gave them the card info which is the same card they confirmed they had on file for me. The fact that they are unable to properly track charging peoples cards is not okay and not a resolution. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/25/2024

      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:05/07/2024

      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.
      I received an email from CLEAR notifying me that my annual CLEAR account was set to renew next month. That email indicated that the cost of my renewal would be $208. I logged into my account to verify my payment information, where I saw they had a different renewal cost of $248. Note that I have not made any changes to my account that would increase the price of my membership (no new family members added, etc.). I reached out to their customer service to ask them to honor the original amount they quoted me and they refused. Last year's renewal was $169. Again, no change in my account or expiring promotional pricing that I'm aware of.

      Business Response

      Date: 05/11/2024

      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: 05/14/2024

      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:05/06/2024

      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.
      I was approached at ***************** by a clear ambassador who offered me to try the service. She told me I WOULD NOT INCUR ANY CHARGES and that I would have 2 weeks free. I was on a return flight and had no plans to travel but she encouraged me to use it FREE OF CHARGES. I have since incurred a charge on my cc I am now disputing AND they are listed at recurring.. STAY AWAY. NO PHONE # to call. LIARS AND SCAMMERS

      Business Response

      Date: 05/13/2024

      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: 05/16/2024

      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:05/06/2024

      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.
      On April 20, while waiting in the security line for TSA, I was approached by a man who worked for Clear. He told me they were offering a trial offer for 30 days and got me to sign up. I was never provided with info on how to cancel the service. Well, approximately 11 days later I was billed $189 which I disputed with my credit card company. It hadnt been 30 days nor had I received any contact info about canceling my membership. Clear continues to try and charge me the $189 and will not stop trying to collect. I want them to reverse the fee and to stop preying on people waiting in long security lines only to provide them with a line of bull about their trial offer.

      Business Response

      Date: 05/10/2024

      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:04/30/2024

      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.
      On January 27, I canceled my Clear Plus membership and screenshotted the confirmation that they were canceling and that it would expire on February 29.Monthly, they have sent a barge of marketing emails harassing me to "re-subscribe," which I DID NOT DO.I just received a $189 charge on my credit card (4/28/2024) despite having canceled months ago before my 2/29 annual renewal date!They are deceptively still charging people after they have cancelled.

      Business Response

      Date: 05/04/2024

      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: 05/07/2024

      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:

      Yes, I did receive a refund.  However, no one has acknowledged or apologized for what appears to be a deceptive practice of charging customers months after they have cancelled their membership.  I also want an assurance, in writing, that my credit card information has been deleted from your system.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/15/2024

      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: 05/21/2024

      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:04/29/2024

      Type:Sales and Advertising 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 went to the *************** in May of 2023. While walking to the *** line, an agent from Clear intercepted me to sign up for a free trial for their airport security services. I immediately stated I was not interested in spending ANY money on anything. He responded by saying "you will not be charged with anything at all. You get to travel with this trial for 2 weeks to try and then you can come back and signup if you'd like!" Again, seeming to good to be true I asked for SEVERAL confirmations. I even texted my partner stating he could use the family plan free trial for his travel to see my the following week. He never did. I never used the product ever again. Therefore it was to my great surprise when I received a renewal email last week stating I had re-new my membership. A membership I have never used during the entire year I had it. I find these business practices despicable and shameful. Their communication could not have been worst taking over 3 days to conclude the issue via ******** I never even had a password to login to the account. I'd like 1) for someone to stop these scammy business practices; 2) a refund due to fraudulent sales practices. Thank you in advance.

      Business Response

      Date: 04/29/2024

      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: 05/09/2024

      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:

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/07/2024

      Hi *******! We 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:04/22/2024

      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.
      Cleat travel continues to try to charge my card for $189 months after I closed my account with them.

      Business Response

      Date: 04/22/2024

      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: 04/23/2024

      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:04/22/2024

      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.
      I was just walking in the LAX looking for the door to get my fly and some random lady came up to me and she offered to help me out with found the gate and she walk with me she said I will help you I just need a valid ID and a credit card is just a requirement and she said we will never charge anything from your card she continued talking and asking me questions about the reason for my flight and being nice and today 7 days later I saw in my credit card statement for 189dllr she fooled me and she never never offer me nothing but the help

      Business Response

      Date: 04/22/2024

      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:04/17/2024

      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.
      *********** refuses to cancel my account after multiple emails and phone calls. They are not interested it seems that I never used their services. They have tried billing me 3 months in a row. I turned off my debit card because of this. $189 charges every time. Emailed, called, and was told I would be called back. Never happens.

      Business Response

      Date: 04/18/2024

      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 phone number and provided a resolution to your concerns. 

    • Initial Complaint

      Date:04/11/2024

      Type:Sales and Advertising 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 rejoining Clear Plus. I followed the directions in the email and even went up to the airport to make sure I had my name change (recently married) completed timely. I've attached the targeted email for reference.I received the email 3/9/24, signed up 3/19/24, and went to the airport to scan my new passport 3/26/24.The email stated I would receive the $75 Uber voucher within 14 days after enrollment. Its been 15 days since I went to the airport to scan my new passport. I tried to contact Clear using the chat feature and they said hello, and then as soon as I asked my question regarding this issue they said goodbye and ended the chat. Then I called, I gave the representative the information, and she put me on hold for about 5 minutes and then hung up on me. I called back and finally spoke to someone that told me the offer had expired by the time I signed up. He told me it expired 5 days after I received the email. The email doesnt specify the date the offer expired, it only states limited time only. The email should say when the offer expires. If I had known the offer expired 5 days after the email was sent to me I would have made an effort to sign up sooner or not at all. The representative on this call offered me 3 months of clear service for free. I appreciate this representatives efforts to correct the problem, but that isn't what I wanted, asked for, or signed up for. This is deceptive marketing. The expiration date should have been shown in the body of the email and/or shown when I clicked into the link. I'd like one of two things to happen. 1. A refund of the $189 I spent, or 2. The $75 Uber voucher to be sent to me.

      Business Response

      Date: 04/13/2024

      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: 04/15/2024

      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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