Security Consultant
ClearHeadquarters
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Complaints
This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 259 total complaints in the last 3 years.
- 112 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:08/02/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 July 22, 2023, I was billed $249.00 on my **** credit card by ************. I never signed up for anything with ***********. I do not want to have my credit charged again by ***********. I want my $249 refunded to my credit card. I never signed up for any service they provide.Business Response
Date: 08/02/2023
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 process a full refund on 8/2/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEARInitial Complaint
Date:08/01/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 signed up for *********** on July 16th I did not receive any confirmation email only to be charged $189s on July 30th again no confirmation email, no receipt of the charge either. I dont have any account details and Im unable to contact clear. I have sent emails no response and I have tried calling them theyre customer service line rings and puts you on hold without an answer.I would like to cancel this membership and get a refund pls.Thank you for your helpBusiness Response
Date: 08/02/2023
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 process a full refund on 8/2/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEARCustomer Answer
Date: 08/04/2023
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.
Sincerely,
*****************
Initial Complaint
Date:08/01/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
July 28, 2023. Party of 6 arrive to *******************. We sign up for Clear and were then held in line for an extended period of time. 3 of ** missed our flight to ***** and eventually missed our cruise. One attendant later laughed when we told them we missed the flight. She said she we couldnt go through TSA without our entire party although half were already at the gate. We lost a total of $3000.Business Response
Date: 08/16/2023
Hello *****,
Thank you for taking the time to share your feedback with our team.
We aim to provide a frictionless experience every time that you use our services, and apologize that the experience fell short at MSY. We have shared this feedback with our local leadership team, and we see that one of our managers has responded to your survey feedback. Additionally, we have issued a full $189 refund for your membership, which will be available within 2-3 business days.
Please feel free to reach out to ******************************************* if you have any questions.
Best,
CLEARInitial Complaint
Date:07/27/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 a scam and misrepresentation of what they offer. They said over and over that it is free for the first 2 days then it was 15 days. Unfortunately, my wife had already swiped the card and payment was immediately deducted no matter what no truths they said. I immediately checked my account and saw I was charged the amount I saw on the bottom left corner of the screen the sales representative was covering with his hand. I will try to get my money back and cancel the payment as well as having to get a new card so they cant charge us again. I did go on their website and canceled my account with them. Do I trust that this actually happened, absolutely not. Complete scam artists and the airports are letting this happen.Business Response
Date: 07/27/2023
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 process a full refund on 7/27/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEARInitial Complaint
Date:07/27/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 June 16th my wife and I were traveling to ****** for a funeral for my grandmother. I was approached by a gentlemen who stated that if we pay a fee of $1 (one-time charge) my family and I could be ushered through airport security. I asked this gentleman multiple times if there was a money fee or catch to the service. He reassured me that this was a courtesy offered by Clear Me, who were trying to build their brand. Being distraught and not thinking clearly I agreed to have the gentlemen take my information trusting that the service was an honest depiction of the company. Two weeks later, my bank cleared a charge for 259 dollars. I called the bank as this is a fraudulent claim. They reversed the charge however on 7/26/23 decided it was not fraudulent. Not fraudulent??!! The representative for the company boldly misinformed me and took my money. I am a disabled veteran with very little income that struggled to pay for plane tickets to attend my grandmother's funeral. Being coerced into purchasing a service that was not fully disclosed is absolutely disheartening. Clear Me should NOT be allowed in the airport to ******* passengers into a misleading service PERIOD. I am requesting a full refund.Business Response
Date: 07/27/2023
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 process a full refund on 7/27/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEARInitial Complaint
Date:07/24/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 the *** airport, I was told by a staff at CLEAR that I was going to pass security check for free. I was never told to cancel any type of form through clear and when he saw that I already had an account with them, he said he would still allow me to do it for free since he provided me with their information. It has been a few weeks now and I see that CLEAR took $189 from my account. I was never told that $189 would be taken from my account and it was not even a charge from when I was in the airport on july 5th. I need my money back because this is not a charge that was ever agreed from my end. I just needed to get through security at the airport and was told that I was going through for free through their line. The man secured me by saying it would be free for me.Business Response
Date: 07/27/2023
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 process a full refund on 7/27/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEARInitial Complaint
Date:07/10/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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 was a trial. Done at airport. Canceled immediate as it did not even work. I was told would not be charged. 2 weeks later charged 249 on my cc. Big scamBusiness Response
Date: 07/27/2023
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 process a full refund on 7/7/23 and can confirm that your account has been cancelled. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEARInitial Complaint
Date:07/06/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 purchased a Clearme service over 2 years ago and they charged my account without notice. The charge was for $179.00 which resulted in an overdrawn balance from an account that I had dormant. I found out later and the bank closed the account further hindering me in my banking needs. Clearme says they sent out an email notice. I don't believe that constitutes an authorization to charge my account. I did not agree to auto renewal of any kind. Very porr business practices on the part of Clearme.com Time to open the Fraud claim with US Bank Clearme has agreed to a partial refund but that is not good enough.Business Response
Date: 07/27/2023
Hello ****,
Thank you for taking the time to reach out and share your feedback with our team.
We apologize for any confusion and for the unexpected billing. All CLEAR members have the ability to manage their auto-renewal settings by using our mobile app or visiting my.clearme.com to log in to your online portal. We can confirm that a member of our team has reached out to you to outline a resolution to your concerns.
Please feel free to reach out to ******************************************* if you have any other questions.
Best,
CLEAR
Initial Complaint
Date:07/05/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Sales person at the airport said there was no charge for the serviceBusiness Response
Date: 07/27/2023
Hello ******,
Thank you for taking the time to share your feedback with our team.
We aim to provide a frictionless experience every time that you use the lanes, and we apologize deeply that this was not the case for you, as well as for the unexpected charge. We can confirm that your charge was disputed as a chargeback and that the bank has taken back the funds. Please reach out to your financial institution for further details in regards to your reimbursement.
Please feel free to reach out to ******************************************* if you have any other questions.
Best,
CLEAR
Initial Complaint
Date:06/30/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Employee assured me this was free. Made me uncomfortable by making sexual advances and getting inappropriately close to me during the sign up process. Took so long that I nearly missed my flight. Was just charged $250 from the company. Absolutely ridiculous.Business Response
Date: 07/27/2023
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 can see that your account has been cancelled as of 6/30/23, and that the original charge attempt was declined. You will not receive any further billing from CLEAR.
Please feel free to reach out to ******************************************* if you have any other questions or concerns.
Best,
CLEAR
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