We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.
    • 133 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: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.

    • Initial Complaint

      Date:01/22/2024

      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.
      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 actually only succeeded in making me later for my flight to *** (as they were experiencing technical difficulties and couldn't complete the "transaction" on that date) and they are misleading airport passengers.

      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.

      Customer Answer

      Date: 01/26/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. While the business does not seem to take responsibility for misleading airline passengers, they have agreed not to charge me an annual membership (which again, I never agreed to). The resolution is satisfactory to me and the matter has been resolved but I highly recommend CLEAR take a look at their practices of taking advantage of airline passengers during stressful travels.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/18/2024

      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 an ACH debit from IdentityIQ.com today for $34.99 for a membership. I did not knowingly sign up for this membership, nor do I want it. I want the membership canceled and the $34.99 refunded. I tried to contact them directly, but found no way to do so. There is no contact us on website, no phone number or address on the web. I found a page to cancel through speedy, I think it was, but they required $14.97 to notify them, and a like company who charged $35.00 approximately. Please help resolve this issue. I live on Social Security and cannot spare this money. Thank you.***********************

      Business Response

      Date: 01/29/2024

      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: 02/01/2024

      Better Business Bureau:
      Clear is  NOT the correct company this complaint was filed about. I dont know who or what Clear is. 
      This complaint was filed against IDENTITYIQ. HOWEVER, THEY HAVE REFUNDED ALL MONEY INVOLVED, SO THIS MATTER HAS BEEN RESOLVED.

      Thank you for your assistance.

      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:01/18/2024

      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 saw in the website, and confirmed via chat, both properly documented, that the renewal would cost $218. Instead, I was charged $278.Please adjust the charge to the agreed amount as shown in the documents.

      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:01/17/2024

      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 was pressured into signing up for clear at the airport in *********, told I was getting a free trial, and then when I got an email about it simply to decline the offer and that I would never be charged. I wouldn't have signed up but the airport was crowded and the guy had his arm on my back. Now a month later, I am charged $ ****** and canceling my card and filing a dispute, because I never once authorized this nor recieved any confirmation or communication that I was even signed up for this service. I told the guy how useless it was for me when I live in ****** and that I wasn't interested, and he said no worries, just try it for the one time for free. I am a federal employee, so I don't care about the biometrics part, but I care about being lied to, scammed, and the fact that the airport supported it.

      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:01/12/2024

      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.
      Was pulled aside at the airport and offered a faster way through the *** line. Since we were late to the flight and ******* said this was the faster way through my family and I went along. Rep told me that the credit card wouldn't be charged and that I'd get an email about the trial. I never heard anything else from the company and they charged $269.99 and have absolutely no effective way of cancelling the charge. I opened a dispute with my bank since I have no other option to cancel this yearly subscription that I wasn't even fully informed of in the first place. Very predatory practices to get people to sign up and breeze through all the details then have no follow up.

      Business Response

      Date: 01/23/2024

      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:01/12/2024

      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.
      This is fraud at its finest. I can't believe the class action lawyers are not all over this company. Similar to so many other reviews, I was approached at the airport by a lady saying this was a free trial, and I would not be charged. She was practically begging, stating that this was a new job, she was in training, and she needed to get a certain number of people to try the service. I felt sorry for her and went along with it even though the security line was not that long. When she wanted a credit card, I hesitated, but she insisted it was just required to set up my profile, and I would not be charged unless I chose to sign up. She also insisted that I switch cards to my ***************** which is a corporate card. She indicated that I would receive an email with more information, so I would have a chance to research the process before deciding. She also asked me several times to fill out the survey and give her a good review. When I got back from my trip, I checked my email, but there was no informational email and no survey. I had no opportunity to read any terms and conditions and did not remember the full name of the company to look up its website. I assumed she forgot to send it or got my address wrong, and that was it. At the end of the year, I received a summary from my employer and learned for the first time that this charge had been placed on my corporate card and deducted from my pay. Clearme refused to refund the fraudulent charge because it was outside of the 60-day window even though I knew nothing about it. These airport reps are flat out lying and scamming people.

      Business Response

      Date: 01/23/2024

      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:01/11/2024

      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.
      My clear membership was canceled. I did not have any reason to renew. It did not benefit me to have it. I did not know that they charged me for the year 2022/2023 until I got another charge in 2023. I canceled as soon as I saw it and realized they have charged me in the year prior too. The only year I agreed to was 2021/2021. I was told that it was not set to auto renew. I feel like this company lies to you when you are there at the airport. They then dont cancel your subscription and they hope you wont notice for 60 days so you cannot refute it. They know that you did not use their service for the entire year and still dont refund you. Even when you cancel with them ahead of time, they dont cancel the auto renew. They just want to continue to charge you, even though you didnt use their service. I had flown during that time, I did not use their service because I had canceled and I was told the auto renew was 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:01/10/2024

      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 am writing to express my concerns on the unfair treatment at *** international terminal at clear kiosk around 10AM PST on 11/19. When I was checking in through Clear, a female Clear employee kept providing me contradictory and confusing information/instructions. I was also unfairly requested to wait after the other two (white) customers who arrived later than I, the employee further threatened me her intention to kick me out (quoting her original words) if I did not obey. When I was requesting the employees identity, she intentionally covered her badge and said dont worry about it in a mocking tone. Throughout the incident, the employee of question kept being unreasonable and giving me difficult time with a strong (hate) attitude. The employee is of hispanic descent, this is the only identity I can provide due to her intentional concealment.The issue was then reported to Clear's customer service over email(*******************************************) right after it happened, but the customer service representatives did not help with any resolution, moreover it was handled with seemingly delay on purpose. The issue has not been resolved.

      Customer Answer

      Date: 02/06/2024

      Better Business Bureau:

      At this time, I have not been contacted by Clear regarding complaint ID ********.

      Sincerely,

      ********

      Business Response

      Date: 08/16/2024

      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: 08/16/2024

      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:01/08/2024

      Type:Order 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 Jan 19th, 2023 clear charged my credit card without me explicitly signing up. The user experience on their website to cancel is deceptive and hard for most lay users. Please investigate.

      Business Response

      Date: 01/19/2024

      Hi *******, 

      Thank you for taking the time to share your feedback with us. 

      We aim to provide frictionless experiences with every aspect of CLEAR, including managing your own account. Our members can use the mobile app or log in to my.clearme.com to manage their accounts. We apologize for any troubles that you may have experienced, but we can confirm that you successfully disabled your auto-renewal settings and will not be charged by CLEAR. 

      Please feel free to reach out to ******************************************* if you have any questions. 

      Best, 

      CLEAR

    Clear is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.