Complaints

This profile includes complaints for Clear's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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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

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.

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A man who was impersonating airport personnel approached me regarding the need to get me through security faster due to what he said was a busy airport travel day. He asked me for my drivers license and a credit card, indicating it was standard procedure to request both forms of identification. He at no time identified that he worked for Clearme and when I specifically asked him why my credit card was needed, he stated it was standard procedure (laughing it off by saying Girl, I work for the airport, of course Im not going to charge you.). I told him I did not want my debit card to be charged and he assured me it would not be. On July 31, 2025 I found my checking account had been debited by $209.00 by Clearme. I did not know what Clearme was so I had to ****** it.. There is no phone number in which I can reach out to them with my complaint. The incident occurred on July 17, 2025 at ************************************ in front of the line to go through Security. The money he took from me came out of my rent money so I need it back asap. Thank you.

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  **Subject:** Complaint Regarding Unauthorized Charges and ********************* ********************** Dear ************************ am writing to formally file a complaint against *********** regarding unauthorized charges and unresolved customer service issues.Around June 25th, I was charged a $308 membership fee by ***********. I promptly contacted the company to cancel the membership and requested a refund. Although the process was long and arduous, I eventually received the refund on July 17th.However, just two days later, *********** debited my bank account again for the same amount. Since then, I have reached out daily to their customer support team. Despite being told that the issue has been escalated, no resolution has *********** takes an average of 25 minutes to reach an agent via chat. I attempted to call yesterday but was unable to speak with a live representative. I was instructed to press a button to receive a callback, which finally came at the end of the day. They said they would be escalating it to billing. Something I've heard over and over from this company. I have spoken with at least six representatives and also emailed the company, providing screenshots of my bank information. Despite these efforts, I have not received a refund. The company appears to be disorganized, with poor internal communication and an ineffective customer support system.I am often on the chat and get disconnected without the chat being fulfilled by an agent. I respectfully request your assistance in resolving this matter and ensuring that *********** processes the refund promptly.Sincerely, ***** ****** ************ **************

• Initial Complaint

  Date:07/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Dates of transactions are January 2024 and January 2025. I did sign up for CLEAR services which was offered for free for 6 months at ******, **********. They informed me when I signed up that they would take my credit card details but would not charge me at end of the free period without my approval. They would text me and let me know that the free period ended and to accept the continuance of the services for a fee, at which time I could cancel the services. I did not received any text from them. They did not inform me that they would charge me or that I could cancel. They have been charging me for the past 2 years without my knowledge. I have called them 3 times already. They say that a manager will get back to me with a resolution, but I have not heard back from them. Apart from the first time when I signed up, I have never used their services at the airport. I want them to refund the charges for the past 2 years.

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The issue is with their "digital ambassador" seems to be deceptively programmed and I'm sure others have been charged by the company when they should not be. I accepted a free trial and when I went to cancel, they send you to their digital assistant, who offered 2 additional free months if I did not cancel on the spot, which I accepted. I checked my profile which still had original date. 2nd time contacting the ambassador, it offered the same 2 month extension. I explained to it that I accepted already and it said it wasn't updated yet because it can take 5 business days. I checked back again in 6 business days and still no change. I contacted the assistant a 3rd time to cancel and it still tried to offer 2 additional months again before I was able to cancel. My concern for consumers is this is programmed deceptively on purpose since it was so consistent.

  Customer Answer

  Date: 08/22/2025

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

  
  Sincerely,
  
  ***** *******

  
  

• Initial Complaint

  Date:07/22/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 the 2 week trial period which would end July 16th 2025, on July 16th I went to cancel my subscription so I would not be charged and they offered me 2 free months and said the new billing cycle would begin Sept 16th 2025. I agreed and they charged me 209. the price for the year. its not a pending charge, its fully been processed by my credit card. ive been trying for 4 hours today to get someone to explain to me what and why and cannot get an answer. I want my card credited and the 2 free months I agreed to online.

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  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.

  Was approached by sales *** from Clear and, was given a 'free trial' and was told we'd both get emails to cancel. This didn't happen and they charged the credit card by over $300. Refund the money immediately.

  Customer Answer

  Date: 07/21/2025

  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:07/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The CLEAR representative pretended to be an airport employee directing travelers to an open lane for security. The representative took information and asked to look at documents and a credit card. I said that I was suspicious and didn't want to purchase any services. The representative insisted that I would not be charged. I saw a charge on my credit card statement when I was looking up something. I contacted CLEAR they said that it was past 60 days so they would not return the charge. When I pushed back and asked how this happened the representative told me that they had two accounts for me and only one of them was cancelled in the right timeframe. I did not know that they had created two accounts for me. In order to cancel the second account within 60 days, I would have needed to know that it existed. It seems like a situation where either they made an error and now are not willing to fix it, or they intentionally misled me in the first place. Based on the way that this company seems to function, intentional deception appears likely.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  In May 2023 I was traveling from *******. They were backed up at baggage drop off (new system) so the agent told me to apply for Clear as it would get me through security quicker and I wouldnt miss my flight which I did. I was told there was a 90(?) day trial if I canceled in the required time period which I did. Recently I noted a charge for $199 on my **** (June 4 2025 statement) for Clear. I havent even seen a Clear application since 2023 so no idea where that came from. I contacted their online chat who said I would need to call for assistance which I did. After I had been on hold for an hour I gave up and contacted the chat box a couple days later. I again waited for a response and finally got an email. They said I had applied for two accounts (not true). At that point I had already reported my **** charge as fraud and they did cancel it. In this whole process I reviewed my credit card statements and found that my payment in 2023 had never been refunded which it should have been. I have had several email interactions and provided copies of my credit card statements but its like they dont even read what I write. So frustrated!!!!!!Charged $189 6-1 2023 and never refunded when I canceled in the designated timeframe. Charged $199 in June 2025 which was credited after I noted the charge as fraud. They are telling me $189 was credited on 7-5-23 which it wasnt. I checked credit card statements for June -December 2023 and there is no credit.from clear for $189.

  Customer Answer

  Date: 07/31/2025

  At this time, I have been contacted directly by Clear regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   I still need to have a refund from 2023, they did refund the charges from 2023 and 2024.

   

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

  Sincerely,

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

  Customer Answer

  Date: 08/22/2025

  At this time, I have been contacted directly by Clear regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They have refunded charges from 2024 and 2025 but insist they refunded payment of 2023 (7-5-23) but I have no evidence of that which I need before contacting **** as they have told me to do.  I have combed all my **** statements from 2023 and see no refund.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Clear charged me for a subscription that they claim I didnt have during an attempt to cancel before ending the free trial. When attempting to contact a representative about the matter, hold times both online chat and via phone were ridiculously long that I always hung up or had other things to do! I sent emails to no avail and Im still getting charged for a membership that I apparently dont have, dont use or dont want! Trying to get compensated is a hassle and inconvenience. This is such a scam of a company! Not only did this charge overdraft my account, my account accrued fees that Im asking compensation for as well! This is such an inconvenience on my birthday and holiday weekend!

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Clear charged my credit card on 05.30.25 for $199.00 and I did not authorize this. Ive called for resolve but they ask me for a number that I nor the credit card company are able to provide. There is no proof that I made this charge. I cannot get any help to get this removed or to find out what it is for.They tell me that they cannot help without this number so I am at a loss of how to get a refund for this.