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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

    • 259 total complaints in the last 3 years.
    • 113 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:02/22/2024

      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 was charged by CLEAR after specifically asking if I would be charged and employee said no. I was charged on February 2 2024 and I am furious. I want a full refund and to never use this service

      Business Response

      Date: 02/23/2024

      *******************! 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:02/15/2024

      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.
      Clear (***********) practiced in fraudulently charging me for an annual membership (plus family member, $259) by renewing a service I cancelled without my consent. I have an email dated 1/25/24 confirming membership cancellation. On 2/9/24 I was charged $259 without authorization, or agreement to resume membership. I spoke to customer service and requested a refund. Im told it will take several business days. I do not want to do business in the future with Clear but cannot seem to finalize cancellation of my account as an error message halts progress. I do not want Clear to have access to my CC information.

      Business Response

      Date: 02/15/2024

      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: 02/20/2024

      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:02/14/2024

      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.
      At LAX, I was approached by a represenative from Clear. She told me to sign up with my **************** card and it will be a free sign up.I already have Pre-TSA and this is not necessary but I signed up anyway only because the sign up is free with my **************** card.I ended up being charged for 189 dollars and I have disputed the amount.I want cancellation of my membership with a full refund.

      Business Response

      Date: 02/15/2024

      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: 02/20/2024

      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:02/09/2024

      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.
      While at the airport I was approached by a woman who said she could help me get through the security line faster. She signed me up for Clear. I was told if I was not going to use it that I could cancel my free membership within two weeks. I am trying to cancel my membership before I get charged and the online account has no way to cancel. The chat feature only goes to an AI and will not cancel the membership. There are no phone numbers to call and cancel the membership. I do not want the membership and am trying to cancel but it won't let me.

      Business Response

      Date: 02/10/2024

      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:02/07/2024

      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.
      Denial of service at ************************* and demand by CLEAR for private information like cell number and finger print when I was already enrolled and had paid for service and provided necessary information to be enrolled as a customer. Extremely disappointing and rude customer service interaction.

      Business Response

      Date: 02/23/2024

      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:02/05/2024

      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 was told my card would not be billed unless I had signed up, however my card was just billed and I did not continue with the sign up process. I would not have used this option at the airport if I knew I would end up being charged.

      Business Response

      Date: 02/06/2024

      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: 02/08/2024

      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:02/05/2024

      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.
      Like others before me I signed up for clear at JFK. The representative basically fished ** by providing directions and then luring ** into signing up. What a scam company and I cant believe they are able to operate at the airport. They took all my info and card and told me Id need to cancel before 2/2/24. I never got any confirmation email about this membership clear plus and logged into my clear account and there was never any option to cancel anything! Just kept reading as free membership however I made sure to email their support to on 1/29/23 to make SURE I was not charged. I got some generic response by **** on the same day that it was cancelled. Lo and behold I was charged this morning $189, now my account is overdrafted and I am furious. I need to be refunded immediately and I will also be contacting my bank to make them aware of the charges from this company. They should be shut down.

      Business Response

      Date: 02/06/2024

      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: 02/08/2024

      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:01/29/2024

      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.
      I was charged by Clear -- against my communicated wishes with their company -- for $189.00. I did not authorize this credit card transaction, not at the point of interacting with the company or when they later sent me a "reminder" which was actually the first time a "paid membership" was even mentioned. On Dec. 15 2023 a person who initially misrepresented herself as *** airport staff asked me if I wanted faster check in and then walked me to a computer. When I entered my info in the computer she asked for a credit card -- which she assured me was only for security purposes and they would not charge me for anything. I soon received an email that my "free trial" was ending and I would be billed for an annual membership, and I responded immediately saying not to bill me. They did so anyway. CLEAR should be investigated for fraud. They lead you to believe that its free for all **************** members. As they check you in they are using your card to purchase a membership.

      Business Response

      Date: 01/30/2024

      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:01/24/2024

      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.
      My wife and I were flying out of **************************** on 1/9/2024. When getting in line for security, we were approached by a woman who I thought was airport staff and who offered to help us avoid the long line by having us try a new, faster airport security process called CLEAR. She rushed us through the signup process, which included inputting our personal information, including drivers licenses, photos, fingerprints and retinal scans. She asked for my credit card after she told me that CLEAR was free unless I use it in the future. She said the credit card was for my initial sign up but that my card would not be charged. With the speed at which she was signing us up, I could not see or read on the computer screen if there was any fine print I should be reading about the transaction. As usual, the airport was crowded, noisy and chaotic, and I felt pressured to keep up with her questions and requests as she signed us up as fast as she could. Today, 1/23/24, exactly 2 weeks later, a pending charge of $288.00 has appeared on the credit card that I used for the CLEAR signup process, with an entry of CLEAR ************ ******** ***. I suspect that what I was NOT told at the airport was that I was signing up for a 2-week free trial, which was never mentioned. I feel that the woman at the airport representing CLEAR totally misrepresented what was happening, and I feel ripped off.

      Business Response

      Date: 01/25/2024

      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:01/24/2024

      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 enrolled in Clear by a representative at the airport. I asked him twice if I would be billed for this service. He assured me I would not. I specified that I did not want to be enrolled into anything where I would get a recurring charged in a month, because I may forget to cancel. He said that I would not be charged unless I logged into my new account and enrolled in a membership. After being assured twice that I would not be billed unless I acted further, I was billed $189.00 on January 22nd. I have sent Clear customer service an email. I am reporting this to BBB not only because I would like a refund, but also because I think it is extremely predatory, if not fraudulent, to tell people they will not be billed unless they SIGN UP later, and then give them a recurring charge. While I am hopeful that I will get a refund, and will contact my credit card company to dispute the charge if it is not resolved, I find it very concerning that Clear employs these practices, especially knowing they can prey on elderly or less tech-savvy Americans.

      Business Response

      Date: 01/25/2024

      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.

    Clear is NOT a BBB Accredited Business.

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