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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

    • 359 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:12/26/2023

      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 a renewal fee of $249 on Nov. 19, however, the membership fee should be $179. I requested for the difference to be refunded, but have not received a response from the business. Supporting document attached:1. Email notification that I received from Clear prior my renewal that my annual fee is $179, and its also being advertised on their public website 2. The amount of $249 was charged to my credit card I want my money back for the overcharge of $60

      Business Response

      Date: 01/19/2024

      Hi ***,

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

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to reach out to you via email and provide a resolution to your concerns.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:12/13/2023

      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 paid on line for clear but once i came to the airport they could not set up the biometrics(if i would not pay again) they sent me from one place to another .after complaining on email back and forwards (bec they chose to ignore and not answer all complaint's at once )they gave me two month free that's wroth 30 dollars (a joke according what they done in the airport to me and how they plaid around on email )and bingo i travelled again and it happened again when i called they said they will ad on one month free (the two month free was not in the system for some odd reason)and that's only part of the problem my husband had a lot of billing problems too

      Business Response

      Date: 01/19/2024

      Hi Rose, 

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

      We aim to provide frictionless experiences every time that you use our lanes or interact with our support team. We deeply regret falling short for you. We're glad to see that our *********** team has reached out via email to provide support and address your concerns. 

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

      Best, 

      CLEAR

      Customer Answer

      Date: 02/06/2024

      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:

      hi thanks for your help regarding complaint id #******** they did not reach out to me via email . (ask them which email address and what time )

      Sent from ********************* (**********************)

       

       

       

       

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


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




       

      Business Response

      Date: 02/08/2024

      Hi ****! We took a further look into this and are happy to see that a member of our service team has reached out again to you via the email address provided and the email address associated with your CLEAR membership. 

    • Initial Complaint

      Date:12/06/2023

      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.
      I just saw when I checked my Best Buy Reward Zone Mastercard that I was charged in September 14 by Clear Me for $189.00. This did not show until the October statement. I did not authorize this transaction. I remember when I was in ******** on August 31, in the airport a person whom I thought was airport staff was asking us if we want faster check in and when I did go through the computer they asked for a card and I was hesitant but they assured me that I will not be charged for it. I never got to check my card statements as as I have signed up for online statements and just saw now that they charged me $189.00. I seldom use this card thats also why I did not check the statements. This is definitely fraudulent and they were misinforming the people in the airport.

      Business Response

      Date: 12/08/2023

      Hi *****,

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

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case. We see that our support team was able to locate the charge in question and provide a full refund on 12/7/23.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:11/20/2023

      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 scammed by the company CLEAR. In the ******* airport, a CLEAR representative pressured me into signing up for their service, leading me to believe it was for a free trial of a TSA-related service like pre-check. In reality, it is a private company that leases airport real estate to prey on unsuspecting and naive travelers. After being coerced into letting their machines record my biometric data, the representative asked me for my credit card. I politely declined and said I did not want to pay for the service--she said it would not charge me but was simply for a two week free trial. In reality, CLEAR charged me $189 for an annual membership! I attempted to cancel the membership and CLEAR would not issue a refund. This is an incredibly dangerous and opportunistic company that preys on poor people--do not give them your money!

      Customer Answer

      Date: 11/22/2023

      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. The business refunded my fee, although I maintain that they use coercion to prey on travelers in airports.

      Sincerely,

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



       

    • Initial Complaint

      Date:11/13/2023

      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.
      ClearMe was able to debit my Debit Card $189 for a recurring charge for an annual subscription for which I did not sign up. I have no idea how ClearMe pulled this scam on me. I paid $78 for TSA Precheck at. Staples and thats all I remember. I dont even recall ClearMe being in the application. A **** scam.

      Customer Answer

      Date: 12/08/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Clear has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:11/10/2023

      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 10/17/23, I was at the *** area when a ************ employee asked if I wanted to get through the *** line fast. I nodded and he took me to another uniformed employee. She said the Clear program was a new program to get through *** fast and it was a free trial. She then inputted or helped to input my personal info, including my drivers license, and my photos were taken, and my fingerprints were taken with my retinal scan. I asked her if copying all my personal identifying data was necessary and would its be secure with Clear and removed when I cancel and she said it was necessary and secure and that my info would be removed if I no longer wanted Clear. She asked for my credit card after she told me that Clear was free unless I use them in the future. She said the credit card was for my initial sign up but that my card wouldnt be charged. I tried reading the forms on the machine but she was at my shoulder and rushed me through. But I never saw any trial fee listed and I repeatedly asked if there were hidden fees or a trial period. She told me there wasnt. And *** was packed, noisy and chaotic and I felt rushed and pressured to sign up with Clear.Now on 11/10/23 (24 days later) there was a charge on my credit card for $329. When I called my bank, they told me the charge was from Clear. My bank blocked the charge as an unauthorized charge and the bank employee warned me to cancel Clear to avoid charges. I canceled Clear by phone which I did on 11/10/23 at 6:49 am PST. I also contacted Clear online and they said my cancellation was processed. My complaint is that Clear program is signing customers up with lies and hidden fees. Also, want to demand from the Clear program privacy and security department to remove and eliminate all my sensitive info (retinal scan, photos, fingerprints, drivers license, credit cards) from their database or any online or physical site and to send me written proof. Also Clear must not charge my credit card or accounts again.

      Business Response

      Date: 11/18/2023

      Hello ********, 

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

      We aim to provide a frictionless experience every time that you use our services, and we apologize that this was not the case for you. We are glad to see that our support team was able to assist with your concerns via email. We have cancelled and refunded your membership, and have fully removed all information from our system.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:11/10/2023

      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 had a trial at clear. They kept extending the trial every time I tried to cancel. I work for the government but when I signed up I didnt have my work ID. So I contacted customer service BEFORE my train was over asking HOW my account can be switched over to government and I was told ONLY in the airport. I CANCELLED it that same day. Unbeknownst to me my account was NOT cancelled. When I contacted customer service they made it difficult for me to get my FULL refund saying it would be prorated. I dont want prorated. Why would I pay $189 when I could pay HALF as a government employee. Also, I had no trips planned so it wasnt a need for me to have it anyway which is why I cancelled. But I am paying for the incompetent customer service representative because I cant get my refund. So Im coming here to see if I can get the refund Im owed.

      Business Response

      Date: 11/18/2023

      Hi ******, 

      Thank you for taking the time to share this feedback with our team. 

      We aim to provide a frictionless experience every time that you use our services and we apologize that this was not the case for you. Our support team has taken care of this matter and honored a full refund for you. 

      Please let us know if there is anything that we can do to help, and you can always reach out to ******************************************* if you'd like to be reactivated at the correct rate.

      Best, 

      CLEAR

    • Initial Complaint

      Date:11/09/2023

      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 had their service last year, and the plan was expired two months ago. I didnt renew my plan until I received a promotional email from them that ask me to re-join them and get a $75 Uber rewards. I claimed the offer and re-join them but now they refused to award the rewards. My previous email is ********************* Now the email of my account was changed to ********************* Please issue the $75 Uber voucher as promised. Thank you!

      Customer Answer

      Date: 12/04/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 12/12/2023

      Hi *********,

      Thank you for sharing your experience with us.

      We aim to provide a frictionless experience every time that you use our services, and we deeply apologize that this was not the case for you. We're glad to see that our support team was able to reach out via email to get this matter resolved for you. 

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

      Best,

      CLEAR


    • Initial Complaint

      Date:11/08/2023

      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 never signed up for this service. This is 100 percent fraud. I was charged $189.00 without my authorization. I have no idea what this is! Seems like this is tied to airline bookings. There was a guy pulling people out of line at 6am when they were trying to get through security, bringing them over to some "machine" for faster check-in. Zero explanation. This is FRAUD!

      Business Response

      Date: 11/18/2023

      Hi ****,

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

      We aim to provide a frictionless experience for all of our members and apologize that this was not the case for you. We see that our support team was able to process the cancellation and refund for your membership on 11/7/23. You will not receive any billing from CLEAR.

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

      Best,

      CLEAR

    • Initial Complaint

      Date:11/01/2023

      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 got Clear at the airport this year and cancelled and deleted my account on October 6, 2023. I kept getting email about how my account would be cancelled if payment wasn't made afterwards. On November 1, 2023, I got charged 189 for an account that does not exist anymore. How can I be charged for an account that got deleted? This is ridiculous

      Customer Answer

      Date: 11/25/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Clear has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    Clear is NOT a BBB Accredited Business.

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